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8 Habits of Effective Merchant Customer Service Providers

Merchant Services Team

With the rise of the e-commerce industry, you may have observed that digital and electronic payments have been in demand. You might also have shifted already to merchant services for convenience and security concerns. It allows your business to offer various payment methods with its different modes such as credit card, electronic fund transfer, and debit card. with its different modes such as credit card, electronic fund transfer, and debit card. 

There are so many benefits a merchant service provider can offer to your business. However, you might still encounter difficulties in merchant services. Some common problems are the lack of payment options, issues with information security, and poor customer service support. Most of these issues concern your customers’ safety and satisfaction. 

Therefore, merchant services customer service is an essential part of your business. It shows how your business values its customers and their money.  

Because of the growing competition in merchant customer service, it is important for your business to see if you chose the right provider. It would be better to compare merchant services and know their basic practices that could affect their performance. 

Image Courtesy Yan Krukau

Here is a checklist of habits that your merchant customer service provider should be doing in order to be effective

1. Being knowledgeable of technology 

It is the responsibility of your customer service provider to be up to date when it comes to technology. More importantly, it is essential for them to know how payment processes work to provide your customers a smooth service. 

For example, a representative should know what tools and technology are needed in order to solve a payment issue. Having the expertise on the use of devices would not only be beneficial to them but also to your customers. 

2. Develops effective communication skills 

Communicating might be difficult during certain situations, especially when your customers are talking about their payment issues. For instance, a customer could be upset because of an additional charge and would want to get a refund. The customer representative should be able to clearly explain why there was an extra fee. Also, it would be better to guide the customer regarding the next steps that should be done for the refund. 

Their role as your business’ merchant customer service is to offer support to your customers. That’s why they should provide a team that could easily reach out to customers. 

3. Having long patience 

One of the important habits that a merchant customer service provider should practice is being patient. Interacting with customers daily, regardless of their mood could be draining. However, it is always a priority to remain calm and patient. 

Suppose that a customer asks for assistance regarding credit card processing. The support team of your provider should be able to patiently guide the customer, no matter how long and difficult the process may be. 

4. Being careful with sensitive information 

One of the most important roles of your merchant customer service provider is to handle credit cards, banks, and other personal information. So in simpler words, they would have access to your customers’ sensitive and important details. 

You would want to have a customer service that would be careful in handling such details. They should prioritize confidentiality so that you and your customers would be able to trust them. 

5. Practices active listening 

In handling payment concerns and other merchant services, your provider should also be an effective listener. It would allow them to understand what your customer needs, allowing them to resolve the issue. Zoning out mid-conversation is a bad habit you don’t want around your business. 

For example, a customer is trying to explain that the payment made was not successful. Your customer representative should listen to know the possible cause of the problem. 

6. Adapts to any situation 

Your merchant customer service provider should offer a team that could adapt and adjust to changes. Their job involves interacting with different types of customers, handling tasks, and learning new skills every day. As a company that provides various BPO solutions, your provider should be willing to learn on the spot and try other tasks. 

For instance, a customer insists on a particular method of payment that your business does not offer. As a customer service provider, they should be able to explain to the customer why it is not possible. Better if they could suggest and convince the customer to try another method that is part of your payment options. 

7. Tells the truth 

In order for your customers to trust your business, it is important that your customer service practices honesty. Your merchant customer service provider should have a team that could be trusted. Nothing could make a customer angrier than being lied to.  

An example of a situation could be your customer’s credit card was flagged for fraud or was experiencing other credit issues. It is advisable that the support team would inform the owner regarding the situation. 

8. Being well-informed about merchant services business 

To properly assist customers and provide merchant services, the support team should be responsible to know about your business. They should be knowledgeable about what payment methods you offer, your return and refund policy, products and services you provide, and other business details. 

When your merchant customer service provider knows your business, it would be easier for them to provide your customers’ needs. They would be able to give support without going against the policies of your business. 

Key Takeaway 

The key to having a successful business is by having a great relationship with your customers through your customer service. An effective merchant customer service provider would be flexible in handling issues and providing merchant services. 

As a business owner, you should consider a provider that cares for both your business and your customers. Simple habits practiced by your support team could greatly affect the quality of your business and would eventually lead you to success.


Frequently Asked Questions (FAQs)

Q1: What role does technology play in merchant customer service, and why is it essential?

Technology plays a crucial role in merchant customer service as it enables smooth payment processes and efficient communication with customers. An effective provider should be knowledgeable about the tools and technology required to resolve payment issues, ensuring a seamless customer experience.

Q2: How does effective communication benefit both customers and businesses in merchant services?

Effective communication in merchant services is beneficial as it allows customer representatives to address payment issues, such as additional charges, and guide customers through solutions. Clear and empathetic communication builds trust, leading to satisfied customers and enhanced business reputation.

Q3: Why is patience considered a vital habit for merchant customer service providers?

Patience is crucial because customer service representatives interact with customers of varying moods and situations daily. Maintaining patience, even in challenging circumstances, is essential for addressing customer inquiries, such as credit card processing issues, and ensuring a positive customer experience.

Q4: How do merchant customer service providers ensure the confidentiality of sensitive customer information?

Merchant customer service providers prioritize the confidentiality of sensitive data, including credit card and personal information. They implement strict security measures and protocols to protect customer data, fostering trust between businesses and their clients.

Q5: What role does being well-informed about a business play in merchant customer service, and how does it benefit customers?

Being well-informed about a business, including its payment methods, policies, and products, enables customer service representatives to provide accurate and tailored support. This knowledge ensures that customer inquiries are resolved efficiently and in alignment with the business’s policies, ultimately benefiting customers through a smoother experience.


It is important to look for an offshoring provider that can help build a great relationship with the customers. Choose a business process offshoring company that can provide excellent merchant customer services.  

One CoreDev IT (CORE) offers employer of record solutions and merchant customer services like organized account activation, customer care, data entry, and a lot more. We also provide strong support teams that are equipped in strengthening your business’ customer communication.  

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