Customer Service Isn't a Department, It's a Company Culture

1. © Copyright Cayan | Privileged & confidential, do not copy without written consent.1
“Well done!
I wanted to thank you
(Katherine M.) - this
project has gone very
well and has been
managed very effectively.
Kudos to you and your
team, Katherine!”
- Merchant

2. © Copyright Cayan | Privileged & confidential, do not copy without written consent.2
“Kris S. was delightful to
speak with.
He answered all my
questions and concerns
were handled.”
- Merchant

3. © Copyright Cayan | Privileged & confidential, do not copy without written consent.3
“Thom H. was very
helpful and easy to
talk to.”
- Merchant

4. © Copyright Cayan | Privileged & confidential, do not copy without written consent.4
“Seriously Declan, you
have been the best to work
with at Cayan...please let
your manager know I said
so!
You have been super
diligent about following up
and totally nice when I was
being super frustrated and
venting:-)))”
- Merchant

5. © Copyright Cayan | Privileged & confidential, do not copy without written consent.5
“We all highly appreciate
this prompt service
(Ianiece and Cassie).
Thank you all for acting
so quickly!”
- Partner

6. © Copyright Cayan | Privileged & confidential, do not copy without written consent.6
“Just the fact that you
have a support staff.
Kevin C. was very nice
and answered my
questions.”
- Merchant

7. © Copyright Cayan | Privileged & confidential, do not copy without written consent.7
“…I appreciate the help
Raymond G. has given
me on not just one, but
two calls.
He has gone above and
beyond to assist not only
me, but my Cayan users.
He’s super awesome.
Thanks, Raymond!”
- Partner

8. © Copyright Cayan | Privileged & confidential, do not copy without written consent.8
“I had the distinct pleasure
of having Eric B.’s help
today…
In all respects Eric was both
extremely professional and
highly empathetic.
With people like Eric behind
us, client persistence will be
terrific. I am delighted to
be able to work with him.”
- Agent

9. © Copyright Cayan | Privileged & confidential, do not copy without written consent.9
“This note is to let you
know that the Agent
Support rep, Alena R.,
who I have spoken to
numerous times recently,
is a huge asset to our
team and so pleased with
the support…
HUGE THANKS...
- Capital Bankcard

10. © Copyright Cayan | Privileged & confidential, do not copy without written consent.10
“This young man (Darragh
F.) was knowledgeable &
kind!
Able to make me see the
problem & it's easiest
solution!”
- Merchant

11. © Copyright Cayan | Privileged & confidential, do not copy without written consent.11
“I just want you to know
how valuable and
wonderful it is to work
with both Tim and Rick!
They truly epitomize the
word support and are so
knowledgeable and follow
up the issues to
completion. I would be
lost without them.
Thank you!!”
- Agent

12. © Copyright Cayan | Privileged & confidential, do not copy without written consent.12
“I just want to say THANK
YOU Dom L. for the amazing
developers resources you
and your team have put
together. Using these
resources is a big part of my
sales strategy...
We continue to have great
feedback from prospective
ISV’s...”

13. © Copyright Cayan | Privileged & confidential, do not copy without written consent.13
“He advised how great
Conor M. was on the
phone with him… he
was a pleasure.”
- Merchant

14. © Copyright Cayan | Privileged & confidential, do not copy without written consent.14
“Thank you, Lesley… for
conveying my concerns
to your superiors. You
can also tell them I
commend your excellent
service this morning! :-)”
- Merchant

15. © Copyright Cayan | Privileged & confidential, do not copy without written consent.15
“Shaunagh K. did
awesome work, helped
out a fellow phone rep,
then collated what she
learned and sent it to the
whole call center as a
placeholder…”

16. © Copyright Cayan | Privileged & confidential, do not copy without written consent.16
“Thanks for being so
quick on this Rick (Rick
Sargent)!! Turnaround in
about 10 minutes is
fantastic.
We really appreciate your
assistance!! Little things
like this go long way in
our eyes…
Again, thank you very
much.”
- Agent

17. © Copyright Cayan | Privileged & confidential, do not copy without written consent.17
“Ethan H. was attentive
and knowledgeable.”
- Partner

18. © Copyright Cayan | Privileged & confidential, do not copy without written consent.18
“I really appreciate so
fast response.
You've (Rebecca M.)
saved my day.”
- Partner

19. © Copyright Cayan | Privileged & confidential, do not copy without written consent.19
“I am so grateful for your
(Kandis’) cooperation
with this issue.
Your clear direction has
helped defuse a very
volatile situation.
This could not have been
accomplished without
your assistance.”
- Partner

20. © Copyright Cayan | Privileged & confidential, do not copy without written consent.20
“I wanted to let the rest
of you know that
Michael L has been a
TREMENDOUS help on
this project and has kept
the ball moving in all
facets of it.
It has been a great
pleasure to work with
him!”
- Partner

21. © Copyright Cayan | Privileged & confidential, do not copy without written consent.21
“Tested successfully.
My thanks to the
(Partner) concierge
team.
Very helpful. Very
prompt. Very
professional.
I feel like I should
leave them a tip. Many
thanks!”
- Partner

22. © Copyright Cayan | Privileged & confidential, do not copy without written consent.22
“Kudos to Cayan Genius
customer service.
Gary Porter in Ireland
gave us a fantastic
customer experience.
We were struggling to get
EMV installed and he
really came through.
I can’t say enough good
things about the Belfast
customer center.
Wow!”
- Merchant

23. © Copyright Cayan | Privileged & confidential, do not copy without written consent.23
“…Mike L. took the time
to explain every detail
and had impeccable
service. Because of this,
he is referring multiple
businesses to Cayan!”
- Merchant

24. © Copyright Cayan | Privileged & confidential, do not copy without written consent.24
“I was not put on hold,
the rep Sorcha H. was
available immediately
and answered my
question.
I was able to complete
the credit card
transaction right away
when I was in a really
bad time crunch.”
- Merchant

25. © Copyright Cayan | Privileged & confidential, do not copy without written consent.25
“You (Greg T.) were
awesome.
Have a great day. You
were very helpful.”
- Merchant

26. © Copyright Cayan | Privileged & confidential, do not copy without written consent.26
“Thank you!
You have no idea how
happy this makes me!”
(Partner Support, Cayan
SV Team, and Case
Management)
- Partner

27. © Copyright Cayan | Privileged & confidential, do not copy without written consent.27
“Wanted to shed some
light on the exceptional
assistance Bryan has
provided...
He continues to be one
the most reliable people
in the tech department.”

28. © Copyright Cayan | Privileged & confidential, do not copy without written consent.28
“Gerard M. was helpful
and friendly while
answering all of my
questions.”
- Merchant

29. © Copyright Cayan | Privileged & confidential, do not copy without written consent.29
“Hey Mark,
I just wanted to thank
you again for your time.
I think it really helped us
all feel better about the
work that is being done
towards offering
merchants the best
possible payment
processing service.”
- Partner

30. © Copyright Cayan | Privileged & confidential, do not copy without written consent.30
“I just wanted to share
with you my thanks for
Elsa R. One of my team
members had a very
difficult call, Elsa
answered and although
this was not her case,
she investigated
thoroughly , provided me
with all of the specific,
correct information... And
all before her shift had
officially started. I really
appreciate her stepping
up to help us out.”

31. © Copyright Cayan | Privileged & confidential, do not copy without written consent.31
“Through all of this
Rebecca M. has been a
great help and I want to
be sure she is
commended for being so
helpful and trying to get
to the bottom of it and
get it fixed.”

32. © Copyright Cayan | Privileged & confidential, do not copy without written consent.32
James is THE BEST!!!
He deserves a raise!! Or
at least a really great
lunch the next time we're
in Boston! ;-)
- Agent

33. © Copyright Cayan | Privileged & confidential, do not copy without written consent.33
“Awesome!
Thank you guys and
gals (Partner Support)
so much. I have had
nothing but awesome
support from Cayan
since we signed up as a
Merchant Provider last
year.
You guys and gals are
the BEST.”
- Partner

34. © Copyright Cayan | Privileged & confidential, do not copy without written consent.34
“Thank you very much,
Kris.
I have to say that I will
stay with Cayan because
of your assistance. It is
not always about the
money – it’s about the
people.”
- Merchant

35. © Copyright Cayan | Privileged & confidential, do not copy without written consent.35
“Raymond stayed on the
line until it was fixed.
Raymond was polite and
helpful yesterday!!!!
- Merchant

36. © Copyright Cayan | Privileged & confidential, do not copy without written consent.36
Ryan,
Thank you so much for
joining us on such short
notice. It was extremely
helpful to have you on
the call.
They were very relieved
and complimentary about
you being able to join the
call. In not enough
words… Thank you.”
- Partner

37. © Copyright Cayan | Privileged & confidential, do not copy without written consent.37
“Ianiece:
You’re the best!!
I appreciate how well
you execute with
everything that’s
thrown at you!!”

38. © Copyright Cayan | Privileged & confidential, do not copy without written consent.38
“Hi James C.
Thank you for the
additional clarification.
You should know that the
extra few minutes of time
you took to email me
speaks volumes to a
good job you're doing.
Thank you, and we will
be in touch with your
company in the coming
weeks.”
- Partner

39. © Copyright Cayan | Privileged & confidential, do not copy without written consent.39
“Your sales rep
(Elizabeth) was quick and
knew her information.
She also got back to me
very quickly with the
answer I needed.”
- Merchant

40. © Copyright Cayan | Privileged & confidential, do not copy without written consent.40
“The customer service
representative,
Joel, was very
professional and
answered all of my
questions.
He was quick to get my
new machine ordered..”
- Merchant

41. © Copyright Cayan | Privileged & confidential, do not copy without written consent.41
“Lesley,
You are wonderful!
Thank you again for
being so efficient.”
- Merchant

42. © Copyright Cayan | Privileged & confidential, do not copy without written consent.42
“Bryan stayed with this never
ending issue.
He followed up consistently.”
- Merchant

43. © Copyright Cayan | Privileged & confidential, do not copy without written consent.43
“Her name is Alyssa A. She
has made me better at my
job and for that I thank her.
It’s not just that she
responds quickly and always
in a clear way but it is
always delivered with a
smile…”

44. © Copyright Cayan | Privileged & confidential, do not copy without written consent.44
Working with
Stephen C. as a
sales rep has been
a pleasure.”
- Merchant

45. © Copyright Cayan | Privileged & confidential, do not copy without written consent.45
“Katherine M. was able to
resolved my issue.
She was very helpful and
patient…
A very pleasant person..”
- Merchant

46. © Copyright Cayan | Privileged & confidential, do not copy without written consent.46
“Hi Kris.
Thank you so much for
your help… and you did it
with the utmost in
kindness and respect. I
greatly appreciate your
time and effort, and your
extremely high level of
professionalism and
customer care.
Thank you again for your
help and your kindness!”
- Merchant

47. © Copyright Cayan | Privileged & confidential, do not copy without written consent.47
“Overall has been a great
experience so far.
Roman S. was amazing
and very nice.”
- Merchant

48. © Copyright Cayan | Privileged & confidential, do not copy without written consent.48
“Greg’s professionalism,
mannerisms and patience
on resolving a complex and
delicate issue should be
highly noticed by all levels
of the business.”
- Merchant

49. © Copyright Cayan | Privileged & confidential, do not copy without written consent.49
“Thank you so much for
spending the time and
breaking through the
obstacles to get this to a
great resolution.”
- Agent

50. © Copyright Cayan | Privileged & confidential, do not copy without written consent.50
“We are exceedingly
happy with Cayan so far.
You (Katherine M.) have
addressed every issue
we've ever had and the
amount of updates rolling
out is impressive.
…Customer service has
been fantastic.”
- Major Merchant

51. © Copyright Cayan | Privileged & confidential, do not copy without written consent.51
“Victoria A. was very
helpful, informative and
made the application
process a breeze!”
- Merchant

52. © Copyright Cayan | Privileged & confidential, do not copy without written consent.52
“I liked the service
Roman S. provided.”
- Merchant

53. © Copyright Cayan | Privileged & confidential, do not copy without written consent.53
“You’re the best
(Kandis)!
Thanks for your being my
lifeline...”
- Partner

54. © Copyright Cayan | Privileged & confidential, do not copy without written consent.54
“Talked to
Elsa R. about our new
needs and she was
very friendly and
understanding.”
- Merchant

55. © Copyright Cayan | Privileged & confidential, do not copy without written consent.55
“Torn was very specific
with his responses to my
questions relative to
equipment, statements,
rate structure and more.”
- Merchant

56. © Copyright Cayan | Privileged & confidential, do not copy without written consent.56
“…Alex V. was the gentleman who
responded to my request. He not
only helped me with my issues,
he continued to follow my
submission and was extremely
helpful...
I was very grateful and did thank
him for his efforts. However I
wanted him to be recognized by
the company for such an
outstanding job and his
willingness to go above and
beyond…”
- Agent

57. © Copyright Cayan | Privileged & confidential, do not copy without written consent.57
“Every
question/problem
was addressed in a
very timely manner.”

58. © Copyright Cayan | Privileged & confidential, do not copy without written consent.58
“Thank you (Kris) so
much!
I wish all customer
service employees would
be as helpful as you!”
- Merchant

59. © Copyright Cayan | Privileged & confidential, do not copy without written consent.59
“Roman S.
and his excellent follow
ups.”
- Merchant

60. © Copyright Cayan | Privileged & confidential, do not copy without written consent.60
“Thank you so much,
Ran.
You have been so helpful
with me and I truly
appreciate it all.”
- Merchant

61. © Copyright Cayan | Privileged & confidential, do not copy without written consent.61
“Extremely helpful sales
person, Vance R., who
answered all my
questions and set me up
with the plan that was
right for my business.
Easy to get a hold of him
on his direct line.”
- Merchant

62. © Copyright Cayan | Privileged & confidential, do not copy without written consent.62
“Dear Joseph,
Thank you very much! I
really love your company
and the ease of online
use and customer service
over the phone.
Keep up the great work!”
- Merchant

63. © Copyright Cayan | Privileged & confidential, do not copy without written consent.63
“Stephen C. continued to
contact me and was
willing to help me
through the process even
on weekend.”
- Merchant

64. © Copyright Cayan | Privileged & confidential, do not copy without written consent.64
“My representative
Roman S, was the best
salesman.”
- Merchant

65. © Copyright Cayan | Privileged & confidential, do not copy without written consent.65
“Michael was a breath of fresh
air who was focused on
resolution and productivity
and he saved our butts! I
hope he receives some
recognition for this.”
- Merchant

66. © Copyright Cayan | Privileged & confidential, do not copy without written consent.66
“Awesome!
Thank you guys and
gals (Partner Support)
so much. I have had
nothing but awesome
support from Cayan
since we signed up as a
Merchant Provider last
year.
You guys and gals are
the BEST.”
- Partner

67. © Copyright Cayan | Privileged & confidential, do not copy without written consent.67
“Ethan H. did not hassle
me!”
- Merchant

68. © Copyright Cayan | Privileged & confidential, do not copy without written consent.68
“Roman was friendly and
patient and explained the
service that would be
provided by Cayan. As a
former Customer Service
Manager, you have
exceeded my expectations
as have all my contacts.
Very refreshing to not feel
as if I am just a widget
that needs pounding into a
round hole. I know it isn’t
easy; but it does pay off.”
- Merchant

69. © Copyright Cayan | Privileged & confidential, do not copy without written consent.69
“The rep was very helpful
and thorough in his
explanation on how to
help me.
Kris S. was his name.”
- Merchant

70. © Copyright Cayan | Privileged & confidential, do not copy without written consent.70
“Everyone here
loves the
Partner
concierge line
and has nothing
but good things
to say.
My own
experiences
have been
excellent.”
- Partner

71. © Copyright Cayan | Privileged & confidential, do not copy without written consent.71
“Ray G. by far has shown
amazing customer
service this week!
Ray understood our
concerns and was looking
for a way to help us.”
- Merchant

72. © Copyright Cayan | Privileged & confidential, do not copy without written consent.72
“The technical support I
receive from Chris F, our
tier 2 tech is always prompt
and accurate.”
- Merchant

73. © Copyright Cayan | Privileged & confidential, do not copy without written consent.73
“Just wanted to thank you
again, Greg R. for your
help... Having a three hour
call I know is not the norm.
But I could tell that you
understood the problem
and did everything you
could to get this resolved.
Your service should be
recognized. Keep up the
great work.”
- Agent

74. © Copyright Cayan | Privileged & confidential, do not copy without written consent.74
“Thank you so much
(Sarah M.) for always
being an awesome
person to work with!!!!”
- Partner

75. © Copyright Cayan | Privileged & confidential, do not copy without written consent.75
“I want to thank Anton S.
for all his work today.
Anton did not give up on
the repairs, he actually
got it up and running for
us. I understand how
difficult it was over the
last two days.
He is an asset to your
company.”
- Merchant

76. © Copyright Cayan | Privileged & confidential, do not copy without written consent.76
“…Alan was terrific…
He did everything he
could to fix the problem.”
- Merchant

77. © Copyright Cayan | Privileged & confidential, do not copy without written consent.77
“Victoria A. is the reason I
would send you customers.
She answers questions
quickly and efficiently - she
also will find answers if she
does not know them. She is
honest and true - a rare find
these days.
She is a keeper. If I could
snag her for my business I
would.”
- Merchant

78. © Copyright Cayan | Privileged & confidential, do not copy without written consent.78
“Thank you for your
excellent help John C.
I very much appreciate
everything you did to get
our credit card processor
working again.”
- Merchant

79. © Copyright Cayan | Privileged & confidential, do not copy without written consent.79
“Wanted to highlight Chris
F. assistance this week...
These [accounts] require
immediate attention and
each time I had a request…
he has not only jumped on
the cases, but has also
promptly responded…”
- Third Party Sales