How Can I Avoid This Pay Delay? Micro-Actions Simple Pages Examples
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Description
Card Swiper - Pay Delay
POS, Terminals, System, Card, Reader, Failure, Swipe, Strip, ATM, Customer
What do I want to change, fix, or improve? What’s the expected/desired outcome?
A customer gets upset when their card isn’t read by the POS card scanner for their purchases. The CSR informs the customer they’ll have to withdraw money from an ATM or leave their items at the store, further upsetting the customer and prompting them to call for a manager. How can the CSR better troubleshoot the card reader system to assist the customer?
What do I know about this? How should I proceed?
With thousands of transactions every day, card readers can experience issues. The CSR should use their quick troubleshooting guide to try to fix the problem before advising the customer on alternative purchase methods.
Learn more, click here.
Problem solving checklist for POS card reader
- Wipe the stipe on customer’s card clean
- Use swipe card, card cleaner on swiper terminal
- Swipe card again
- Refer to CS-J01 job aid to further troubleshoot reader if necessary
- Inform manager of card reader issue
How do I know if it is done right?
Swiper will work properly or manager will be notified of equipment issue.
Tags
POS, Terminals, System, Card, Reader, Failure, Swipe, Strip, ATM, Customer
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