How to Seamlessly Integrate EMV into your Payments Process

The October 2015 liability shift deadline has finally arrived, bringing a number of changes at the checkout counter. Most notably, EMV’s arrival means payments are more secure than ever before. That’s a welcome change for credit card brands that rolled out chip cards nationwide and businesses that upgraded their payment terminals.
While increased security may be the most exciting (and obvious) change associated with the liability shift, the payment process itself has undergone some changes, too. Customers paying with chip cards need to dip their card instead of swiping. That may seem like a minor adjustment, but habits can be hard to break, which means you need to help your customers transition.
Here are some steps you can take to seamlessly integrate EMV into your payments process:

Train Employees on How to Identify Chip Cards and Instruct Customers Accordingly

There’s been a lot of buzz about EMV in the retail and payment industries, but that doesn’t mean your customers have heard the news. That’s why you’ll need to train your employees. Sales associates should direct customers to insert their card in the terminal’s slot with the chip toward the terminal facing up until it clicks into the slot and leave it there while the transaction processes.
It’s also likely that customers have questions. Prepare employees with an EMV elevator pitch that explains what chip cards are, how they’re processed and why the new system benefits consumers.

Educate Customers Upfront

By now, many consumers who have chip cards have made at least one EMV payment. That means your employees won’t always need to give their EMV elevator pitch or give step-by-step instructions throughout the transaction process. However, not all stores are EMV-compliant, which can cause confusion at the checkout counter.
Because their ability to dip instead of swipe likely varies from store to store, customers may not assume that your terminal is EMV compliant, so make sure to inform them upfront rather than making them guess. That way, customers will be less likely to make an accidental swipe when they should have dipped.

Consider Using a Visual Aid

Attaching a small sign to your payment terminal can be a quick and easy way to remind customers they’ll need to dip instead of swipe. This is an especially helpful for self-checkout counters, where sales associates can’t provide immediate assistance. Keep your sign short and sweet, including only essential information, so customers can get the instructions they need as quickly as possible.
What steps have you taken to integrate EMV into your payments process? Tell us in the comment section below or send us a tweet @Cayan and let us know!
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