From all of us here at National Transaction, wishing you and your loved ones a blessed and bountiful thanksgiving. We are thankful for each and everyone of you!
Dear National Transaction Corporation IT Department,
It is with great pleasure that I write about our wonderful experience with National Transaction Corporation and more specifically with John Barbieri and the e-invoicing product. The tool will streamline our payment processing and make our booking process as a tour operation company exponentially more client friendly. We have already used the system to successfully receive payment from prospective clients literally days after sending them a proposal, instead of waiting weeks for them to fill out, sign and fax in a credit card authorization form. John tailored the system to be fully branded from our company colors to adding custom fields to fit our business needs. I would highly recommend the e-invoicing system for any business looking to streamling their credit card processing and invoicing system.
It’s hard to pinpoint the exact reason why a customer decides to do business with your company, but more often than not, it is the moment the consumer or merchant chooses to trust the brand or company. With this, it makes sense for companies in any industry to prioritize transparency and truthfulness as critical components of customer service. If a company masters this, its merchants are less likely to feel the sensation of remorse, and it helps build long-term relationships that result in repeat business.
Here are a few pointers how can you master it and get you started:
Transparency begins with the team.
Company culture will reflect on the way employees do business with customers, it’s imperative to support trust and transparency among internal team.
To establish and protect a sense of trust among employees, NTC share knowledge and learnings in the company, this help our employees cooperate and allow such values to inform their interactions with vendors and most importantly, prospective customers.
The heart of an exceptional business is Great customer service
Usually, the reason behind customers loyalty is the company’s ability to exceed expectations and deliver attentive, holistic customer service. That’s why National Transaction exceed, because we answer the phone and we are very attentive to our Merchant’s needs.
Gather customer insights from a direct source.
Maintaining a focus on customer feedback is a major driver of success for companies of all sizes and industries. As a result, you can meet the needs of your projected audience, even when you’re facing competitors that provide a similar service.
NTC implements solutions to show that we truly care about our customer’s feedback.
As marketing and business evolve, company needs to get smarter if you want to be taken seriously by your customer. We take cues from our customers, that’s why National Transaction is growing.
Our company’s goal is to make our customer happy. Our Merchant is very important with us. At National Transaction it’s all about our customer service. Yet many customers would rather than not contact a company for support, and this is especially true in the tech world. Customer finds the support experience as frustrating and time-wasting exercise.
We know this is true because we are customers ourselves. We’ve all felt that palpable sense of dread when we have to call a toll-free support number, expecting a massive, circular phone tree followed by a seemingly endless wait, and possibly a clueless rep when (if!) we finally do reach a human being.
It doesn’t have to be that way, at National Transaction we manage customer support delivery because we know we have an obligation to make it work. NTC’s teamwork-focused strategy and effective application of technology and data, can help our customer service do their jobs better.
How it works:
Apply lessons learned to continuously improve service – Some issues customers raise are a one-off, but many times, patterns emerge that can deliver insights on how the company could improve service for everyone.
It can be difficult for a single agent or manager to identify patterns, which is why a customer support platform with robust reporting capabilities is crucial to enable continuous service improvement.
In a crowded marketplace, excellence in customer support can be a key differentiator for a business. When customers reach out for support, they’re usually already stressed out about something that’s not working as expected. Far too often, their stress level increases while they’re attempting to get help, due to poorly designed business processes.
If your customers are stressed out, you can change that by taking a new approach. Make sure you know who they are when they reach out, and allow them to contact you on their own terms. Access your company’s collective expertise to quickly resolve the customer’s problems.
Be honest with the customer – A good customer support agent really does want to make things right for the customer, and that’s admirable. However, it’s important to avoid making commitments you can’t keep, which will serve only to increase the customer’s dissatisfaction in the long run.
Always be honest with your customers. If you can’t solve their problem immediately, give them an accurate time frame for a resolution, and let them know what steps you’re taking to address the issue. Record the commitment on a customer database so colleagues are up-to-date on your activities.
Be honest about what you can and cannot do, and take a look at the big picture, so you can improve service not only for the customer on the line but for everyone else.
Give customers multiple channels to access help – Customers have unique needs and individual preferences, Give them choices.
Know who your customers are – There are few among us who haven’t experienced the frustration of a poorly designed phone tree and the indignity of being shuffled from agent to agent and asked for our name, account number, product type and current service issue over and over again. Stop doing that to your customers.
Deploy a technology platform that incorporates a customer database with product and inventory information. That way, you’ll know who your customers are and what products they use when they call, and if you have to transfer them to another agent for help, the next agent will have that information too.
Use teamwork to solve customer issues – Chances are, someone in your company is capable of solving any problem a customer brings to the support team, but that person might not be on the phone. That’s why collaboration is so important.
There are software solutions that make collaborating across business units simple, and enable agents to view notes about past customer issues for clues to solving current problems. This not only helps your company solve the problem at hand, but also allows you to manage the entire relationship.
By following these steps, you can reduce your customers’ stress level and your own.
National Transaction Corporation and it’s medical software partners is introducing new “Payment Processing” solutions that can help your practice, securely and efficiently, capture payments and better serve patients. NTC offers a variety of solutions to accept patient payments/co-pays in the office, on the phone and online. With our solutions, you can make it more convenient for patients to pay via debit or credit card at the point of care to help drive more consistent cash flow. In addition we can help expedite receipt of claim payments using Medipaid, our new solution from NTC that replaces paper check payments you receive from insurance companies with fast, secure electronic deposits. Medipaid combines the convenience of electronic payments with standardized ERAs (electronic remittance advice) and automated posting options. It can help your practice accelerate cash flow and simplify reconciliation processes.
Here are some benefits when using this new and exciting program:
ICD-10 information on deadline set for October 1, 2015
Regulation mandates from HIPAA and Affordable Care Act
If you are interested in learning more about our payment processing solution and Medipaid, we will be happy to e-mail additional information. Please feel free to contact us regarding any of your payment processing needs.
Customer experience will overtake price and product as a key brand differentiator by 2020. Every single interaction a customer has factors into whether they remain loyal or switch to a competitor. Customer experience affects brand loyalty.
Common mistakes companies make when engaging customers and how to avoid them:
Being unprepared.
Poor interaction related to customer support means losing customer or sale.
When a customer calls to ask for help, don’t be passive. Familiarize yourself with a customer’s background so you can take charge of the conversation.
A customer churn is preceded by poor product usage. To ensure that the customer is using your product to the fullest extent, take the opportunity to jump into each interaction with personalized tips on specific features. If you come to each call proactively prepared, you can make sure customers are getting the most value from your product.
Failing to build a relationship.
Your first engagement with a customer should never be negative. Track customers’ engagement with your product from the beginning. Plan targeted, purposeful interactions to ensure they remain happy customers. Before any issues arise, take the time to get to know your customers. Developing strong relationships with customers means they are more likely to talk to you not resort to extreme measures. Make sure your first interaction with a customer is a positive one to inspire confidence in the relationship.
Making a useless call merely to check in.
Too many representatives call their customers just to “see how they are doing” without having an objective. Don’t blindly reach out to your customer.
Consider these questions:
Are they happily using your product? Are they using the most advanced feature or have they barely made it past the sign-in page? Before you pick up the phone, dive deep into customer data to better understand how customers are using your product and what they might need from you.
NTC use a range of tools to collect data and gather insights about our customers.
If you have a subscription business, familiarize yourself with contract renewal dates. Analyze which features a customer uses most as well as what part of the product he or she has yet to explore and leverage.
NTC use data to understand which customers may need more handholding and training to increase their level of engagement.
If you learn about your customer in advance, you’ll be able to make a personalized call, armed with specific tips or support. With all of this knowledge, you can better address questions or concerns and make customers feel special in the process.
Credit card readers come in many shapes and sizes. NTC provide traditional credit card terminals as well as magnetic strip readers to process credit cards on laptops or desktop PCs. NTC also carry card readers for both Apple and Google smartphone and tablet devices to process payments from your own devices.
NTC’s Virtual Merchant offering allows you to accept payments from any of these credit card swipe readers as well as keyed entry using any internet connected device with a web browser. With Virtual Merchant you can run a single terminal or card reader or an entire call center with one account.
Card Readers and Payment Terminals
Face to face card present or keyed entry, NTC got your payment processing needs covered.
Being a good leader in the workplace is no easy feat. Every day is busy and full of challenges. It’s easy to get caught up in the hustle and bustle of everyday management tasks and let leadership style fall by the wayside sometimes. However, as a boss, it’s important that you don’t let this happen, as your employees are counting on you. LEADERS set the standards required of a culture. Your leadership style indicates what’s considered appropriate behavior in your organization, and that your company’s culture will moderate itself based on what you endorse both formally and informally.
So how do you know a good or if you are a good boss? This quiz will help you evaluate your leadership skills. Answer true or false to the following 20 questions, and see how your management skills add up.
1. I am approachable. Employees can ask me anything without fear of rebuke or belittlement, and I listen to them with full attention.
2. I am credible as a leader. I know my stuff.
3. I am able to explain the need for change in our business in a way that interests or encourages my employees and doesn’t dishearten them.
4. I am able to explain the wider context of situations and circumstances that affect or challenge our company in a way that my team can understand.
5. I am able to identify where my team needs to grow and/or develop skill sets and capabilities, and can find the necessary resources to facilitate this growth.
6. I am inspired by my work and the work of my team.
7. I believe in my employees.
8. I can explain to my team our key value proposition for customers in one short sentence.
9. I constantly remind myself and my team of the purpose of our work and why we are doing what we do (e.g., for customer results, customer service or to hit sales targets.)
10. I do not judge my staff based on who I am, but rather on who they could be and should be.
11. I have an up-to-date understanding of our customers’ needs and expectations of us, and their perception of us as an organization.
12. I have communicated clearly and repeatedly to people on my team or department what our core business is.
13. I have communicated clearly and repeatedly to people in my team or department what my expectations of them are.
14. I know and live by my own set of personal values that make me reliable and consistent around my team.
15. I never lose my temper with staff.
16. I personally embody the company values in everything I think, say and do in the workplace.
17. I provide an organized formal performance review process at least twice a year with my people.
18. I provide regular informal feedback on people’s efforts and performance.
19. I regularly praise employees’ efforts and behaviors by describing how they reflect our company or team values.
20. I understand and know our company values, and how our collective behavior reflects or violates these values.
The more you answered true, the closer you are to being a good boss. If you have scored 15 or more statements as true for you, you are well positioned as an effective and inspiring leader. If you have scored 10 to 15 statements as true for you, you must begin work on the oversights immediately in order to become an effective leader. If you have scored less than 10 statements as true for you, seek support or training and development, as you are currently missing many of the vital components required to be an effective leader.
Let’s talk about success stories of the people who worked with National Transaction and made it big in this field. One great story that we have is about Big Daddy. I named this guy Big Daddy, because of the great success that he made in this industry. Big Daddy was a Physical fitness trainer with an outgoing personality before he joined National Transaction. He gained knowledge about the card industry and build a good working relationship with NTC’s President Mr. M. Together, they secure a relationship with several associations and negotiated a deal. Now, they were able to partner with a high risk account. While these associations continue to profit from the relationship, Big Daddy took 3 years off. These associations assist merchants become more profitable and is the leading global advocate for travel agents, the travel industry and the traveling public, also the world’s largest association of travel professionals. National Transaction has been ASTA member and a partner since then for almost 10 years now. As Big Daddy broaden his knowledge and skills about the industry, he started to build his own portfolio which gave him the ability to form his residual income. As of this date, he averages $30,000 monthly with National Transaction, while running his own business. If Big Daddy made it, then other Sales Representatives can make it bigger too. With the right company to work with like National Transaction, right tools and full support from our Team and Customer Service your on the right track, so why not make a move??? Start building your portfolio and give it a shot or if you already have one, work it out. You will never know. In all labor there is a profit.
