3 minute read

J.D. Power Certified: Excellent customer service in payments sets leading companies apart

Wednesday, February 26, 2020

3 minute read

Working with an innovative payments company isn't just about getting best-in-class technology. It's about having an exceptional customer service experience, too.

Your customers demand it all, from technology that enables seamless payments from any device to built-in security they can trust. And you need a payments partner to not only help you deliver upon that expectation, but also to answer your most immediate and pressing questions when they arise.

Our integrated payments business, Global Payments Integrated, was recently recognized by J.D. Power for providing an “Outstanding Customer Service Experience" for Phone Support.

“This esteemed recognition is a true testament to our commitment to outstanding customer service," said Robert Cortopassi, President, Global Payments Integrated. “We are truly humbled to receive such a high honor and believe that our customer service experience differentiates us in the industry. This recognition further solidifies what we strive to accomplish every day in putting our clients first."

Jim Hightower, Global Payment Integrated's Senior Vice President, Operations, said Global Payments Integrated was certified by J.D. Power on its first review.

“We have fostered a culture of what we call 'servant mentality' in the call center — and in the whole company," Hightower said. “When we take a phone call from a customer, we are the least important part of that conversation. The customer and their problem are the most important."

Jim Hightower

"When we take a phone call from a customer, we are the least important part of that conversation. The customer and their problem are the most important."

-Jim Hightower, Senior Vice President, Operations, Global Payment Integrated

Creating a servant mentality culture starts with empathy. The best  companies are those that make sure everyone puts themselves in the customer's shoes — not just the staff in the call center.

“Every decision we make is with the customer in mind," Hightower said. “We have actually stopped meetings to say, 'What would the customer think of this decision?' And then adjust our thinking appropriately.”

We have also created policies that allow great customer service to thrive. For example, the Global Payments Integrated call centers do not require agent call handling times. This allows call center employees to solve problems correctly the first time, which is more efficient in the long-run and provides a better customer outcome compared to rushing through calls.

“We don't want the agent worrying about how long it takes. We care about getting it right and doing it in a world-class way," Hightower said. “Nobody wants to call a call center. When you hang up, we want you to think, 'I didn't want to have to call a call center today, but that was a great experience.'"

Global Payments Integrated has always focused on providing best-in-class payments technology with the customer service you need to support your customers every step of the way. We're proud to have gained both the trust of our partners and the recognition of J.D. Power.

To learn more about Global Payments Integrated's recognition by J.D. Power, click here.

Global Payments Integrated has been recognized by J.D. Power for providing "An Outstanding Customer Service Experience" for phone support. J.D. Power 2019 Certified Customer Service Program recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/ccc.