Merchant services consist of payments for products and services, and the merchants prioritize operational efficiency to keep the customers happy. To do this, they sometimes sort out transaction errors related to their POS terminals.

This might include contacting customer support personnel who provide solutions and resources when necessary.

In this article, we’ll show you why a great customer experience is crucial to merchant banking and how the Paycliq Customer Support team handle it.

5 Best Practices to Improve Customer Experience

1. Understand your customer

Knowing your customer helps a long way. You can personalize your experience with a customer by understanding their emotions, circumstances, preferences and expectations.

It helps to know the angle the customer is calling from. Depending on the question a customer asks regarding their POS, you can determine if their complaint is technical or operational.

-Elizabeth Akanji from Paycliq Support

Understanding the category the complaint falls under helps to provide more helpful responses. You can also compile the complaint categories into a central database for team members to access and resolve complaints better.

2. Listen deliberately

Listen when a customer makes a complaint to provide a helpful response. Lead with empathy, answer their questions and provide clear responses. This shows you care about the customer and can make them loyal to your brand.

For instance, if a customer calls for directions on how to lodge a dispute on their POS, acknowledge their challenges and offer clear and concise steps to lodge the dispute.

3. Make your customer feel important

Complaints and questions are part of the sales journey. Regardless of whether a customer asks questions concisely or struggles to express themselves, lead with empathy, validate their responses, and provide a solution where needed.

There are times where a person might make an enquiry regarding their POS terminal. We may need more information [a picture for example] and stay on their call with them while they send it to us to view. I once spent twenty minutes on a call while resolving a complaint and followed up the next day to make sure the person had no further issues.

– Elizabeth Akanji from Paycliq Support

4. Provide clear solutions

Imagine buying a new model of a washing machine you previously used. Although it came with a manual, there might be new parts you are unsure how to attach and must call the support team for more instructions.

Provide your customers with clear and concise information regarding their needs. Guide them to a solution, lead with care and show that you understand their difficulties with the product.

5. Thank customers, ask for feedback and follow up where necessary.

A customer support team works to satisfy the customer’s needs and provide happiness. To show your commitment to their satisfaction, thank them for their time and follow up through calls or emails.

Ask for a time to follow up or provide a survey at the end of the call to identify what went well and areas for improvement. Surveys and follow-up calls are a great way to measure satisfaction and ensure the customer’s needs are fully met.