Customer Service Feedback

customer-service

#1

I just wanted to post a message about a recent interaction with Customer Service.

I, like many people have used this forum to express my displeasure at Starlings customer service but as someone who runs a customer service focused business I think it’s equally important that we point out good service as well.

This morning when logging my request it was answered promptly and and resolved within a few minutes. A perfect example of how the customer service experience via the in app Chat should work. (Albeit notifications aren’t quite right, but that’s a software issue not a customer service issue)

I’m not trying to cover up or excuse the poor service others have received but I definitely feel it’s important to give praise where it’s due as I would equally have taken to this forum had it gone the other way.

So thank you to Charlene for the quick and Helpful response to my query.


Vastly Improved Customer Service
Customer Service & Root Cause Analysis
#2

Well said @thefifthrace, I agree that giving positive feedback when things go well is just as important as complaining when things go wrong.


#3

Interesting perspective. However I wonder why it is necessary to give praise for something that is as you put it

A perfect example of how the customer service experience via the in app Chat should work.

If it’s how it should work then it’s nothing out of the ordinary. To put it another way Starling themselves say in the first sentence of their privacy policy.

At Starling, service is our no.1 priority.

It’s not for nothing that putting up with mediocre or poor service is called the “British disease”.


#4

Ha, I completely agree - We shouldn’t have to talk about things that simply do what they are supposed to do.

But…

In an age where the smallest mistake is criticised and blown out of proportion; when people sign up to online forums, simply to point out the shortcomings - I think it’s good to bring some balance back into the equation.

Starling have been pounded for the CS recently, and the recent posts show that they have taken it on board, implemented a fix, and it’s working.

Hopefully these kind of posts will not be needed in a years time :slight_smile:


#5

Genuine mistakes and poor service are 2 different things. How you handle genuine mistakes is informed by the culture of customer service in the organisation.


#6

Worst support ever…
Asked a simple question about transaction…
Got an answer “we will look into this…” and no any feature information for more than 3 hours now…


#7

Was it Tesco ?


#8

Yes… they charged me twice


#9

Charged me 4 times, three with Starling and 1 Nationwide :see_no_evil:


#10

Sorry to hear that the issue was not dealt with at the first point of contact. We’ll be happy to follow up on this for you. You’ll receive a message via the app shortly.


#11

It’ll reverse within 7 days, if you’ve got a receipt or something showing the transactions send to Starling who might be able release funds quicker.


#12

So, an individual shouldn’t be praised for doing a good job?

Sorry, it doesn’t matter if its ‘expected’, someone doing a difficult job doing it well and leaving a customer happy deserves praise.


#13

I think the point was that it’s only seen to be “doing a good job”, because there have been so many reports of people doing a “bad job”.

Realistically, we can’t praise everyone, all the time, for what is essentially… doing their job.

But until the “bad” posts disappear, I’m all for balancing it out with the good.


#14

I think praising people for “just doing their job” is a good thing. A “thank you” or “well done” can go a long way - it definitely helps to keep people motivated.


#15

@danmullen well said! Everyone’s quick to jump on problems. It’s nice to be nice occasionally!


#16

I agree to a point, but if the OP wants to praise the service, I don’t understand why anyone would object to that…

I think that in the last few months the boards have just been a little bit negative over sometimes really silly things. Kind of like, I log in and wonder what is it we’re annoyed about today?

Customer Service is a funny thing. Sometimes we expect to be treated with such indifference or worse that somebody simply being polite makes a world of difference.


#17

YES

I hope the agent this was aimed at sees the thread and feels good about what they have done.

It’s a tough job, let’s all just be nice to each other.

Also, I believe we have a part to play here. If we show that receiving good CS makes a difference, we’re likely to get more of it. Manners are underrated.


#18

This exactly.

The old adage that how you treat waiters or sales assistants showing who you are as a person. I actually have never had a public facing job, although i do meet them as part of my work, but i know plenty of people who have, and so via them know only too well the soul crushing experience that work can be. If things go well, say so, it will help balance out that time that lady full on screamed at them because they brought their item back WAY after the returns policy allows and had a tantrum when told they couldnt return it. It’s like thanking bus drivers. If they do their job and manage to get us there without killing us, they’re doing their job and no thanks should be required, they’re doing what they’re paid to do. But we thank them anyway, well, most of us do, because its a nice thing to do, it may brighten their day a little.

As long as things don’t go badly, and even then as long as they’re not directly the fault of the person in front of you, i always feel you should do what you can to show your appreciation. It may make someone feel just a little better.


#19

@l8n_me Bang on! It’s about being human and treating other people like you’d like to be treated yourself in their situation.

Your points raised highlight very British values. We thank people for doing things for us, either paid or unpaid. It’s just the way we’re brought up (in the north anyway).


#20

Thanks Oliver.
But I got a message that contactless payment declined without any receipts.
My Starling card has been declined…I used my Monzo card after and it been declined as well… but in Monzo application I clicked on Cancel payment and got my money back instantly.
I finished my purchase with Starling but with chip and pin