I’ve had a few chats recently with the Customer Service team and I have noticed that for me, one thing that’s really lacking is setting clear expectations whenever a follow up is required.
I’ve been told on a number of occasions “As soon as we hear back from follow up team here we’ll let you know.” On occasions this promise hasn’t been fulfilled and I’ve had to go chasing for an update. It would be great even if the Customer Service team can suggest clear timescales on how long follow ups can be expected to take.
Does anyone have any other experiences they can share of Customer Service not meeting expectations and what do you think can be improved?
It’s been resolved but it was done in another conversation. I started a new conversation to enquire about a transaction and before they close it, I brought that up and it was resolved within an hour or so.
If you forced me to pick an area for then to improve it would be handover to another cop.
It would be a better experience if the cop currently chatting told the end user the chat would be passed over to xyz rather than a new cop appearing out of the blue and saying hi.
It’s still one of the best support experiences I’ve had though ️
Funnily enough, I always recommend Monzo because they DO follow up! I once contacted them because I couldn’t see my wife in the friend list. They told me to make sure she had it enabled, and when I said I wasnt with her they came back to me later that evening to make sure it was all sorted.