How Words Can Kill Profits

Jan 12, 2015

Help desk positions experience a high level of turnover. These valuable positions are the face of your organization for your customers. How they are treated by this first point of contact, often defines their perception of the company and if they will engage in more transactions in the future. Therefore, poor customer service at the help desk leads to a poor reputation and eventually diminishing returns. Management must come up with innovative ways to keep help desk conversation productive and friendly. This can be a challenge when most companies use rigid and uncreative scripts to interact with customers.

Unfortunately, consumers have learned to recognize when help desk associates are following a script. The majority of consumers believe that scripted interactions are a sign that the company doesn’t sincerely care about them, and are not interested in real problem solving. Since the proliferation of the automated system, many people recoil at the thought of having to interact with a robot when they have a pressing issue that needs to be resolved quickly. This recoil is problematic when many scripts are so precisely crafted, that customer service reps are mistaken for robots – good help desk representatives don’t want to feel like robots.

Flexible scripts give reps the freedom to improvise and more accurately address customer concerns, and giving them more autonomy in their jobs. Generally this translates into better customer service, and increased job satisfaction which reduces turnover.

But scripts should not be abandoned all together. This will give reps too much autonomy, which presents another opportunity for bad customer service. Great scripts should serve as a guideline for representatives to follow. Key phrases like “I’m sorry you’re having this problem.” “Let me see what I can do,” add clarity to customer conversations. Have associates engage in mock calls, rehearsing customer interactions and key phrase integration. This will ensure a fluid conversational style that will reassure customers and resolve more customer issues.

Great help desk associates are only part of what makes a functioning help desk business.  A help desk merchant account with will ensure that your customer payments are processed quickly and efficiently.

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Having a merchant account allows an account holder to take advantage of merchant cash advances. When a merchant is approved for an advance, the business agrees to receive a lump sum of cash in exchange for an agreed-upon percentage of future credit card sales.

Pricing varies depending on the merchant’s industry, past credit card processing history, the type of business seeking the account, average ticket sales, and average transaction volumes.

Yes, EMB works with merchants who are building their credit, as well as those who have poor credit. EMB also approves merchants that have no credit card processing history and businesses that have lost their merchant accounts due to high chargebacks.

Several factors influence a merchant’s risk level. Though only one factor likely will not get a merchant classified as high risk, a combination of these may: business size, location, and industry, credit score, credit card processing history, a industry’s reputation for excessive chargebacks, a prior history of high chargeback ratios, and whether a merchant exclusively sells online.

Virtual terminals are stationed on a merchant’s website, making it easy for customers to make a payment or purchase online. Merchants or a payment processor can easily set up virtual terminals, so online businesses can accept credit and debit card and e-check transactions.

A merchant account is a business account with an acquiring bank. Without this business account, which actually works more like a line of credit, a merchant cannot accept and process credit and debit card transactions. Businesses need a merchant account to accept major credit cards via a static point-of-sale terminal, mobile card reader, or through a virtual payment gateway.

After filling out EMB’s simple online application and submitting any necessary, requested documents, many merchants get approved within 24 and 48 hours.

EMB specializes in working with high-risk merchants. EMB works with many merchants, including but not limited to businesses in these industries: gambling and gaming, adult entertainment, nutraceuticals, vaping and e-cigarettes, electronics, tech support, travel, high-end furniture, weight loss programs, calling cards, e-books and software, and telecommunications.

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