The Crescent Processing Company Approach to Customer Complaints
At Crescent Processing Company we take our service levels, the requirements and perceptions of clients extremely seriously. This has caused us to focus very carefully on what we do and how we do it. Over 400,000 businesses across the country entrust their payment processing to us so we have a huge responsibility to remain at the forefront of service levels and professionalism. Client complaints give us a measure of how we are performing so we do everything to minimize them.
Long ago we decided to tackle the problem of customer complaints from the very first moments of our interaction with any new client. We start by ensuring that any new customer understands exactly what he is signing up for. Most of our sales happen face to face with a trained rep whose job is to answer any questions before a contract is even put onto the table. Once the contract has been signed up by the Independent Sales Agent (ISA) and merchant, the ISA phones the details of the agreement to an independent confirmation centre. The new client then has to phone the same centre and the terms of the agreement will be verified with him. If he is unhappy with anything or if his understanding does not accord with what is on the agreement, these things need to be sorted out before the agreement can be concluded. We find that this procedure on its own prevents many potential future complaints.
Our next concern is complaints which arise about the way we operate once we begin business with the new client. Once again these complaints are taken extremely seriously and we do all in our power to resolve them. Our Client Services staff is given a simple brief – Provide world class service to our clients 24/7 and that is what they focus on. Our on-site terminals each have a “Call me” button which enables the busy merchant to signal that he needs assistance without having to interrupt his busy day waiting on the phone. He presses the button, his call is logged and someone gets back to him. If regular staff are struggling to resolve a problem it is escalated very rapidly up the line until it is resolved. We understand that customer satisfaction grows our business while unresolved complaints can only harm our business and that of the unhappy merchant.
Crescent Processing Company’s motto is: “A Client for Life” and we live by this motto. We are also human and will make mistakes from time to time but our customers know that we fix our mistakes quickly and learn not to make them again. Continuous improvement is one of our imperatives and this ensures that our clients continue to come first every day.
