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Steph is a customer support specialist at InterceptEFT.
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Stephanie Perrine's blog archive
Steph is a customer support specialist at InterceptEFT.
Contact Stephanie
Sit down... and get to work!
by Stephanie Perrine (Customer Support Specialist), Oct. 4, 2010 The daily grind of today has increasingly become more sedentary than ever before. Changes in technology, economics and socializing have taken a toll on our daily activity and energy levels. Standing, walking around and muscle use in general has all too easily been replaced by sitting down at our desks plugging away at the keyboard and answering our phones.
Have you ever wondered if activity levels of today's adult workforce have played a part in declining customer service ratings? I recently began to question the level of customer service I was providing in relation to my work environment. I have a "butt-job" that requires little movement throughout the day with answering phone calls and emails. Does this have anything to do with why I was feeling I didn't give my all every day? Is this why I was feeling less satisfaction from the service I gave? The only answer I could come up with was... Maybe? I was looking for ways to make my day a little less repetitive and a little more... something happened today!
I was given an opportunity to serve on our newly established Wellness Committee. I have to say that this was a powerful change to my own daily grind! I was looking for something different, something new and exciting. Not only am I learning about wellness and what it means for the body, mind and soul, but I started to realize that being more active and healthy actually made me happier at work! I have renewed outlooks and try not to focus on negativity, taking more notice of the things that are positive and embrace them rather than scoff and ridicule them. I have noticed a change in my day to day outlook, which in turn reflects on the way I portray myself to others in business settings.
To achieve great levels of customer service, we must first look at how we are serving ourselves. I think it is safe to say that how you take care of your own personal wellness will have a constructive effect on how well you treat both your internal and external customers.
by Stephanie Perrine (Customer Support Specialist), Oct. 4, 2010 The daily grind of today has increasingly become more sedentary than ever before. Changes in technology, economics and socializing have taken a toll on our daily activity and energy levels. Standing, walking around and muscle use in general has all too easily been replaced by sitting down at our desks plugging away at the keyboard and answering our phones.
Have you ever wondered if activity levels of today's adult workforce have played a part in declining customer service ratings? I recently began to question the level of customer service I was providing in relation to my work environment. I have a "butt-job" that requires little movement throughout the day with answering phone calls and emails. Does this have anything to do with why I was feeling I didn't give my all every day? Is this why I was feeling less satisfaction from the service I gave? The only answer I could come up with was... Maybe? I was looking for ways to make my day a little less repetitive and a little more... something happened today!
I was given an opportunity to serve on our newly established Wellness Committee. I have to say that this was a powerful change to my own daily grind! I was looking for something different, something new and exciting. Not only am I learning about wellness and what it means for the body, mind and soul, but I started to realize that being more active and healthy actually made me happier at work! I have renewed outlooks and try not to focus on negativity, taking more notice of the things that are positive and embrace them rather than scoff and ridicule them. I have noticed a change in my day to day outlook, which in turn reflects on the way I portray myself to others in business settings.
To achieve great levels of customer service, we must first look at how we are serving ourselves. I think it is safe to say that how you take care of your own personal wellness will have a constructive effect on how well you treat both your internal and external customers.
Can't Validate
by Desiree Mayer and Stephanie Perrine (Customer Support Specialists), Aug 2, 2010 Have you ever seen the "Can't Validate" status during a file upload? This status issue arises when the routing and account information you are sending in your ACH file does not match what we have entered in our processing system. InterceptEFT will process the information that comes over in the ACH file but because our system can't match up all data you will see < Can't Validate under the status column. This particular error message will override any other possible error messages that may need your attention.
Examples of possible error messages that may be overridden by < Can't Validate are < Short Window or < Wire!. These messages are important because "Short Window" could mean additional fees or missing the "Wire" status could prevent the file from being processed. Credits on returns could also be delayed if we don't have up to date account information on your clients.
A list of your clients routing and account numbers on record with InterceptEFT can be found on your Company Accounts Report via your online reporting. Simply log in to the website, choose REPORTS, then select OTHER and you will see your accounts report become available. The Client/Customer Information form can be used to update account information as needed. The updated information can be faxed to 701-499-5340.
By keeping all account information (especially routing and account numbers) updated with InterceptEFT, you will avoid the < Can't Validate error message and enjoy more efficient processing.
Thank you for your compliance.
by Desiree Mayer and Stephanie Perrine (Customer Support Specialists), Aug 2, 2010 Have you ever seen the "Can't Validate" status during a file upload? This status issue arises when the routing and account information you are sending in your ACH file does not match what we have entered in our processing system. InterceptEFT will process the information that comes over in the ACH file but because our system can't match up all data you will see < Can't Validate under the status column. This particular error message will override any other possible error messages that may need your attention.
Examples of possible error messages that may be overridden by < Can't Validate are < Short Window or < Wire!. These messages are important because "Short Window" could mean additional fees or missing the "Wire" status could prevent the file from being processed. Credits on returns could also be delayed if we don't have up to date account information on your clients.
A list of your clients routing and account numbers on record with InterceptEFT can be found on your Company Accounts Report via your online reporting. Simply log in to the website, choose REPORTS, then select OTHER and you will see your accounts report become available. The Client/Customer Information form can be used to update account information as needed. The updated information can be faxed to 701-499-5340.
By keeping all account information (especially routing and account numbers) updated with InterceptEFT, you will avoid the < Can't Validate error message and enjoy more efficient processing.
Thank you for your compliance.
Customer service: The value of feedback
by Stephanie Perrine, Sept. 28, 2009 How satisfied are your customers? Are all their needs being met? These types of questions are of utmost significance for a business to ask. The answers to them will only be as good as the feedback obtained from your customer base. Feedback that your customers can offer you is both beneficial to your own, as well as, your customer´s success!
Compliments, suggestions and even complaints are all sources of valuable feedback. Compliments make people feel good and they also show that efforts put forth by team members are not going unnoticed by your customers. This sort of positive reinforcement encourages your team to keep providing the best levels of customer service. On the other end of the spectrum are complaints. I think all will agree that nobody enjoys this type of interaction with a customer. However, they can be just as beneficial by using them as experiences in which to learn from. Most likely the employee will become more knowledgeable and will develop ways to divert the negative situation from occurring again, paving the way for more desirable feedback in the future. Interaction with the customer, either positive or negative, will open the door for suggestions. A common goal is to strive to meet and keep up with customers´ needs and expectations and therefore welcoming the suggestions customers have to offer. Committing to make sure your customer´s feedback is included to help maintain and improve services keeps the focus on the needs of your customers.
Here´s a few tips:
by Stephanie Perrine, Sept. 28, 2009 How satisfied are your customers? Are all their needs being met? These types of questions are of utmost significance for a business to ask. The answers to them will only be as good as the feedback obtained from your customer base. Feedback that your customers can offer you is both beneficial to your own, as well as, your customer´s success!
Compliments, suggestions and even complaints are all sources of valuable feedback. Compliments make people feel good and they also show that efforts put forth by team members are not going unnoticed by your customers. This sort of positive reinforcement encourages your team to keep providing the best levels of customer service. On the other end of the spectrum are complaints. I think all will agree that nobody enjoys this type of interaction with a customer. However, they can be just as beneficial by using them as experiences in which to learn from. Most likely the employee will become more knowledgeable and will develop ways to divert the negative situation from occurring again, paving the way for more desirable feedback in the future. Interaction with the customer, either positive or negative, will open the door for suggestions. A common goal is to strive to meet and keep up with customers´ needs and expectations and therefore welcoming the suggestions customers have to offer. Committing to make sure your customer´s feedback is included to help maintain and improve services keeps the focus on the needs of your customers.
Here´s a few tips:
- The entire company should be involved in the communication loop. Encourage all employees to interact with your customer base.
- Keep the lines of communication open. Provide a variation of ways for the customer to communicate with you. Communication efforts should be easy and comfortable for your customer. Some examples would be toll free phone numbers, online forums, comment cards, and surveys.
- Try to collect feedback at different stages of the relationship from the point of first contact, through the sale and continuing on through your professional affiliation.
- Ask the right questions! What are your customer´s needs? Are they satisfied with your services? Find out sources of competition?