Ripoff Report Verified™ REVIEW
EDitor's UPDATE: Positive rating and recognition has been given to Elite Client Services – Private Client Management Group
for its full commitment to quality customer service.
Ripoff Report's discussions with Elite Client Services – Private Client Management Group have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. Elite Client Services – Private Client Management Group listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Our company's Senior Vice President , Ms. Sylvia J. Stanford our Triple Check policy coupled with our model based on Xerox's(R) award winning CS approach has significantly mitigated unresolved CS issues to the lowest levels in our company's history.Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.. The information provided in this report below is based on comments made by Thomas Fuhrman during an onsite inspection held by a third party verification company with no biases toward Elite Client Services – Private Client Management Group.
National Processing Alliance Inc. is a credit card processing company that specializes in working with Fortune 5000 companies, but provides services to select retailers nationwide. Thomas Fuhrman went on to describe the types of companies they conduct business with, "[we work with] those in the medical field primarily: Allied Health, physicians, dentists, veterinarians, some restaurants, and other select ultra-low risk retailers."
Leads for National Processing Alliance Inc. are obtained business to business through direct contact with merchants. From there they, "ask them to meet with us for an hour or so at a prearranged meeting." An account executive will meet with the potential client and go through a presentation that goes over there various services, "we evaluate their existing merchant statements because the folks we deal with already process credit cards...we do a cost benefit analysis based on what they are paying now with a retail processor. Then our model is to come in at interchange plus pricing...the equivalent to the prime in lending for a mortgage." CUSTOMER CARE & COMPLAINT RESOLUTION ELITE CLIENT SERVICES
During the onsite interview Mr. Fuhrman was asked to describe a situation where a client was not satisfied with the level of service they received. Mr. Fuhrman expressed that they rarely receive complaints. He did explain a situation where a client signed up with their services, but decided cancel, "she canceled the next day after signing the agreement. We were happy to cancel the agreement, and we didn't charge her anything." The individual however was concerned with the fact that National Processing Alliance had her social security number and tax ID. Mr. Fuhrman went on to explain that, "it is a matter of record now and that Wells Fargo has it, and Wells Fargo is not in the habit of returning information...because we are a Wells Fargo ISO." Mr. Fuhrman describes this as, "our first and only [complaint] it's sad because there is no need." There low amount of complaints is partly due to their follow up practices, "we have a threefold policy we call 'triple play' where we talk to them three times...for those that have complaints and just merchants in general."
Mr. Fuhrman went on to explain their credentials, "This is an exact science. As long as you eliminate the variables there is nothing left but logic so we base our credentials in logic. If you are asking how a merchant knows we are legitimate well that’s simple, ISO have to be registered with Master Card and Visa and you can simple check on their site. We are an agent of three separate ISO’s Pivotal, TouchSweet and Micamp. Depending on where is the best to place a merchant is where we place them. All three of these folks are registered and we are a good standing agent of all three. Further, we are very careful to abide by both PCI and HEPA compliance issues. PCI is the card industry compliance piece we have to make sure that cards are card numbers are secure and that type of thing as a merchant and as a processor we have to do the same to assure that are merchants understand as well. When we deal with doctors they have HEPA in addition to PCI we have to understand HEPA and how our interaction with them and integrating certain pieces will affect their HEPA."
National Processing Alliance Inc. is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. Mr. Fuhrman, "I think it is fantastic." ELITE CLIENT SERVICES – CUSTOMER SERVICE SOLUTIONS
Turn to us for our proven customer service solutions, including:
· Customer Care
· Problem Resolution
· Product Inquiries
· Product Lifecycle Support
· Fraud and Crisis Management
· Billing Questions
· Service Dispatch
· Loan Servicing
Customer service handles company issues over the phone and even by email. Companies that produce highly technical products, such as ours, often have technical support staffs to resolve problems. Customer service is important to our organization for a number of reasons. Foremost, it would be difficult for our company to survive without customer service, as there would be no one available to handle payments or answer questions from prospective customers.
Building the foundation is the cornerstone of the traditional model of Customer Care, and it’s served the market well for many years. Contact centers have been focused on inbound voice calls with a single point of resolution – but that’s changing as they come to terms with an omni-channel world. Email, social media, chat and IVR are now an integral part of the landscape. It’s important to get the basics right at the Operate stage, as it’s the foundation for all the others. The main goal of Operate is fairly straightforward: achieve customer satisfaction (CSAT) and meet service level agreements at minimum cost. This requires a highly structured approach, integrating people, technology and business objectives. The focus here is on management tools. Also at performance tools to see how agents are doing and how they could improve e.g. using agent chat, avatars and gamification. This approach keeps agents focused and motivated, to deliver a better customer experience. Speed to proficiency is also another key goal: how quickly you can get agents up and running in a fast-paced environment with a steep learning curve and high levels of pressure. So Operate is process focused: transactions, metrics, KPIs, improving performance, pushing down costs. Everybody does these basic things, so you might think that differentiation is difficult as the market becomes commoditized. And it is. But the next three stages will give you all the differentiation you need.
Get closer to your customer with the basics all in place, you can advance to the next stage: gathering as much data as possible about your customers from all channels and analyzing it in depth. Analytics allow us to spot patterns, and to understand – and even predict – customer behavior. This provides organizations with valuable nuggets and insights to better understand the voice of the customer and improve customer experience. Chat, email and social media can be run through text analytics to identify patterns in customer issues and potential opportunities. But we’re moving beyond simple text analytics. Speech can now be converted to text and run through analytics, allowing companies to build up a profile of customer sentiment and behavior across all channels. This allows you to gather invaluable information about products and services, so you can spot service issues early, take advantage of sales opportunities in real time, or plan wider campaigns based on detailed data analysis. The mood of the customer can also be analyzed in real time, providing customer service agents with feedback to help them fine-tune their approach. The mood of the agent can be assessed as well, to see if they’re running into trouble and need a supervisor to step in.
Get closer to your customer Predictive analytics can tell not only how the customer will behave but also how receptive they’ll be to interactions with the company.
So for example they can help determine what products or services customers are likely to be interested in, which agents could best serve them, and what style they prefer (formal or informal). New analytics, new opportunities Analytics can be developed and exploited to the full in Customer Care innovation labs. These labs can be set up in a ‘sandbox’ environment in contact centers, deploying, testing and refining new processes and technologies in a real-life situation on a limited scale, so the wider operation isn’t disrupted. Never before has so much data been available on customers, and never have the tools been so sophisticated to provide detailed insights to improve performance, customer experience and your bottom line.
One of the major problems for all companies these days is customer churn. Twenty percent of U.S. credit card customers churn ever year, as do thirty percent of European mobile phone customers. That’s a big hit for the organizations involved. And it’s something that analytics can help prevent. Churn prediction is now a reality, using thousands of data points about individual customers. For a mobile phone customer, for example, those might include their usage, the extras they buy, the number of support calls they make, the speed of issue resolution and the length of contract. But analytics can also link out to the wider world: to social media profiles, Twitter feeds and anything else that helps companies build up a picture of the customer. All of this data can be compared with historical customer churn data to predict just how likely the customer is to leave. You can then take action to stop that happening. Churn is a good example of the four types of analytics available: – Descriptive: here’s what happening (people are churning) – Diagnostic: this is why it’s happening (the reasons for churn) – Predictive: here’s what’s going to happen (this particular person is going to churn) – Prescriptive: here’s how to stop that happening (these are the tactics to use)
Customer service handles company issues over the phone and even by email. Companies that produce highly technical products, such as ours, often have technical support staffs to resolve problems. Customer service is important to our organization for a number of reasons. Foremost, it would be difficult for our company to survive without customer service, as there would be no one available to handle payments or answer questions from prospective customers. Significance
Customer service is important to our organization because it is often the only contact a customer has with our company. Customers are vital to our organization. Some customers spend hundreds and even thousands of dollars per year with a company. Consequently, when they have a question or product issue, they expect our company's customer service department to resolve their issues. Identification
Customer service is also important to our organization because it can help differentiate our company from it competitors. For example, it may be difficult to tell the difference between two processors, especially if their prices are similar. Therefore, putting extra efforts into customer service may be thing that gives our company a competitive advantage. Function
When our company provides excellent customer service it is more likely to get repeat business from customers. Consequently, our company will benefit with greater sales and profits. Contrarily, when companies provide poor customer service may lose customers, which will have a negative impact on business. It costs a lot more money for our company to acquire a customer than to retain them, due to advertising costs and the expense of sales calls. Therefore, the efforts that go into maintaining quality customer service can really pay dividends over time. Publicity
People that have a positive experience with our company's customer service department will likely tell two or three others about their experience. Therefore, quality customer service can be a source of promotion for our organization. Contrarily, a person who has a bad customer service experience will likely tell between nine and 20 people.
Customer service can be an up-and-down kind of job. One customer situation may make a representative feel like she has accomplished a lot for the company and the customer, and then the next call can make her feel helpless and question her own skills.
That is why we look for important qualities of customer service when hiring associates, such as; Cheerful
Being cheerful in the face of adversity is an important quality of a good customer service representative. Customers can sometimes unleash tirades that would make the average person crumble, but a good customer service associate is able to maintain that cheerful demeanor, and calm the customer down or know that she did her job the best she could. Organized
A customer service associate needs to remain organized during each call, and keep general product and company information organized as well. A customer service call requires rapid responses from the associate, and only an organized associate that has kept good notes during the call, and has product and company information readily available will be able to handle the situation properly. Adaptable
Each customer call is a different experience, and each customer is looking for a different result with their situation. A good customer service representative is able to adapt to changes in customer situations, and to changes in customer demeanor within the call itself. Customer can sometimes switch topics or introduce new information without warning, and the customer service associate needs to be able to adapt to those changes. Good Listener
Memorizing a script and then repeating it back to the customers is not good customer service. Listening to the customer is an important quality of a good customer service associate. Allow the customer to give all of the details regarding the situation, and then ask questions to find out even more details so that all of the information required to deal with a situation is available. Being Thorough
A good customer service associate knows the product information, understands how to apply it to various situations, can analyze a situation with the information given by the customer and can suggest multiple solutions. Being thorough is an important quality of a successful customer service representative.
We resolve issues faster because we understand your products. You can call us your biggest fans.
Deep product expertise speeds resolution
When your customers have technical problems, they need to speak with someone knowledgeable to help them. Our company always puts product expertise first when it comes to building a customer technical support program for your products.
First, we give our agents access to your products so they can become knowledgeable, passionate users who can speak from experience when helping your customers. Your products are then available in our best practices labs, giving agents immediate access and an environment where they can replicate caller issues to solve them more quickly.
And we use teams of dedicated expert users to evangelize and support your company’s products throughout our contact centers. By empowering our agents and helping them become passionate about your products, we can drive your customer satisfaction to the highest levels.
Serving your customers whenever and wherever it’s needed ELITE CLIENT SERVICES STATEMENTS FROM CUSTOMER SERVICE VP – DAVID SCHWARTZ "
It all boils down to one key ingredient. Wherever possible, provide the client what they need when they need it while clearly communicating the options, realities and timelines involved with any complex issue.
National Processing Alliance, Inc.'s team continued CS training and dedication to the commitment of excellence in the CS experience coupled with the continued investment in the latest technology designed to improve the process is what separates our company from the rest of the industry as a whole. National Processing Alliance, Inc. takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "I have never worked for a company that put this much thought and effort into assuring proper service and support for our clients. It makes it easy to come to work every day knowing that I am truly providing a valuable and need service in a timely and effective manner. John W." Ripoff Report was pleased to learn that National Processing Alliance, Inc.'s past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction. STATED IMPROVEMENTS FROM ELITE CLIENT SERVICES
National Processing Alliance, Inc. recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, National Processing Alliance, Inc. has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Sean Fitzgerald, Ripoff Report is convinced that National Processing Alliance, Inc. is committed to quality delivery of services resulting in total client satisfaction.
How does a business get Ripoff Report Verified™
The member business allows Ripoff report to email everyone from the past. Those who respond to Ripoff report with a valid complaint must be take care of.. they have made a commitment that if anyone contacts Ripoff Report in the future, they will make things right within 14 days. The member business must err on the side of their customers. Otherwise the member business is off the program.
Ripoff Report has determined that Elite Client Services meets Ripoff Report Verified™ standards which include a commitment to make a good faith effort to resolve any consumer complaints. Members of the Corporate Advocacy Business Remediation and Customer Satisfaction program do pay a fee for our on-site review, 24 hour monitoring and for support with customers to resolve any disagreements.
Ripoff Report sends a 3rd party service to do an onsite inspection of the new member business. The on-site inspection / review does not mean that the products or services offered by the business have been evaluated or endorsed by Ripoff Report, and has not made a determination as to the business' product quality or competency in performing services. We can verify, that Ripoff Report went to the business, verified their business or “work from home business”, there for, if a customer in the future does not get treated correctly, Ripoff Report can get the problem resolved. If not, and the customers is right, the member business will be taken off the Corporate Advocacy Program. Remember, Ripoff Report emailed every customer from the past that filed a complaint to make sure the member business made things right with customers from the past. Again, to err on the side of their customer, those from the past and those in the future. Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike. Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer. NOW TO THE ORIGINAL REPORT THAT WAS FILED
PCMG Newport Beach, California
We actually have a small business & I was contacted a couple of weeks ago by someone representing themselves as First Data credit card processing. I looked that company up on the internet & they had a great reputation. The person that was scheduled to come to my office was Tom Furman. He is a great salesman & I got suckered into signing a contract with him that same day. After he left my office I looked at his business card closer & it did not say First Data it said PCMG & when I looked that company up they had terrible reviews & another one of these reports already. I contacted him immediately & cancelled the same day which was today. He said to consider me cancelled. I will bekeeping an eye out on my account to see if anything happens. He knew when he first came in my door that I was skeptical & I was stupid anyway. I should have trusted my first instinct because it was right. If it sounds too good to be true it probably is. Merchants beware!! This guy is pretty smooth.