October 1st, 2015 is just around the corner — is your business ready for the transition from the traditional magnetic-stripe cards to the new chip-and-pin “smart” cards? While EMV compliance is not “mandatory” for merchants, if you’re business is not ready to accept the new cards, then you will be assuming the liability for any fraudulent transactions. So, now is the time to consider upgrading to an EMV POS systems.
Part of making this transition a positive one is training your staff on how to accept EMV payments. Although there is minimal training involved, there are some important considerations for your retail staff to be aware of when accepting EMV payments. Smart cards are easy to use, but, your staff should be able to recognize a smart card from a magnetic-stripe card by the presence of its small microprocessor chip. Additionally, it’s important to know that customers will be responsible for inserting their own cards into the terminal versus presenting them to a cashier at checkout.
There is bound to be confusion on the part of some of your customers when they first start to use their new cards, but your staff should be able to give instructions on how to proceed with the transaction or actually demonstrate how to use the EMV terminal. All of this just makes for good customer service.
Your customers will have questions about the EMV card itself and how to use the terminals. Some EMV cards require a signature while other card require PINS. Before implementing your new EMV POS systems, organize a staff meeting to prepare your staff on the use of the new system. It would be helpful to have some practice run-throughs using the new terminals and both types of smart cards. Your staff should become familiar with customer prompts on the terminals and how to process chargebacks, refunds, and cancellations.
It is also important during the EMV POS training period to make your staff aware of the enhanced security of payment information that comes with smart cards so that they are able to answer any concerns on the part of your customers.
The bottom line – you want to give your customers a fast checkout experience with the new EMV cards, so the better trained your staff is, the better customer service you can give.
Implementing the new system
Training your staff to implement your new EMV POS system will just make for a smoother transition in October. Let the customer service specialists at Merchants Bancard Network help you choose the system that best meets your business needs as well as offer assistance with training your staff.
MBN has been in the credit card processing business for over 20 years, and is the leader in secure, in-house merchant payment solutions. Call them today and a member of their top-ranked support staff will help you with any issues you may have with new POS equipment and staff training.