The time that live chat would likely be perfect and they blow it because either they are completely insensitive and are trying to be funny or because they need to significantly improve the training for the 1st line
Not saying youâd never get this from a legacy bank but I think this highlights very well the attitude of fintech approach to customer service
Might have to start a new thread called âthread derailing failâ. By the time you lot are done no one will have any idea what I posted. I should flag you allđ¤Śââď¸
Just because someone is deaf doesnât mean they cannot speak and doesnât mean that they cannot have a phone call with someone. I donât think there really is suitable verb⌠"weâre good with deaf people " sounds worse.
I think this comes back to sensitivity and intent. Monzo are clearly doing their best to say âweâd love to know what we can do to help youâ but completely missed the mark because of the emoji 1st policy when it comes to communicating.
Absolutely, they should have simply said something like: âWe are always looking to help our customers in the ways which most suit them, including making adjustments to allow for their unique circumstances. If you would like to tell us more about your situation, we will see what we can do to help.â
Oh dear. Seems like a bit of an own goal. Maybe Monzo should understand that sometimes professional language is just more appropriate - theyâre a bank, not your mate - because it avoids cock ups like this. Something along the lines of what @Seb came up with wouldâve done perfectly. At least they held back on the emojis for once. I honestly wouldnât have been surprised by:
Weâre sorry to hear that youâre deaf . How can we help ?
The chummy language is actually one of the reasons I favour Starling over Monzo.
I agree with you, and itâs heartening to hear that from someone of a similar age to me as well.
I was starting to think that I was the only one annoyed by random emojis in bank communications!
When I first used Monzo 5 years ago, I liked their product and thought it was cool that they were trying to modernise banking. Itâs more recently that they seem to have lost sight of that as a mission and tried to become almost a social purpose company, which is weird to me and certainly not something I want from a bank.
Since then, Iâve just found it increasingly grating as they seem to have pursued this more, especially against a backdrop of adding fees to their product which âtargetâ (for what of a better word) the poor and marginalised. The blog posts about âdiversity debtâ (which Iâm sure is a concept they thought up themselves, had never heard of it before), the pompous and arrogant prattling about âtone of voiceâ, as if they are better than other banks who dare to use professional language. The final straw, for me, was the debate about frauded. I was involved in that thread on the community, and I was careful to be respectful to avoid flagging, but I frankly I just think it was wrong.
They could learn a think or two from the big banks, if you ask me, in this field.
Careful @Seb, youâre going to make me close my account with them by reminding me of all that crap!
It frustrates me just as much as it does you, but then again I think this âactivist (read: self-righteous) capitalismâ is a huge part of marketing in 2021; loads of brands across a range of sectors do it, and if the major UK banks didnât have such dodgy records (case in point Barclays and the apartheid and HSBCâs current involvement in suppression of democracy in HK), theyâd probably be at it too.
Iâm far too sceptical to accept that any of it is done for reasons other than PR boosting. A funny example of absolute hypocrisy was when Ben & Jerryâs decided to become the voice of migrants crossing the Channel with Tweets that were put out by their social media team, while their owners Unilever had just been done for tax dodging in the UK and Ben & Jerryâs themselves came under fire during the 2010s for dangerous working conditions and poor pay for the migrant workers in their US supply chain. Absolutely no shame⌠and of course people still lapped it up. Thatâs why I like companies to just get on with what theyâre supposed to do (ideally in an ethical fashion, of course), and leave the politics to the consumer - no meaningless preaching from corporations that actually donât give a damn.
It feels so disingenuous that it puts me off the company, even if I agree with it, and sometimes I donât agree with it so it puts me off the company even more. International corporations shouldnât be in the business of divisive politics, itâs just not their area.
I know what you mean about being reminded of their low points, though; I had forgotten about the diversity debt saga until someone mentioned it the the other day. Then as soon as I remembered I was slightly p***** off all over again.
Very true - the Starling update notes are insufferable. At least they donât use that kind of language in important account communications and live chat. If they absolutely need to vent it somewhere, I suppose the app update notes that most people wonât read is at least better than in the app itself!
While weâre on the topic of Monzoâs overuse of emojis and overly friendly language, Iâm surprised the account closure notice that someone posted on here a few days ago is so blunt. I thought itâd be more likeâŚ
Weâre sorry, weâve had to close your account Unfortunately we wonât tell you why We have the right to do this as part of our terms and conditions Sorry about that
If a certain someone on the Monzo Community was put in charge of tone of voice/comms, their messages would pretty much look like that! (maybe even more emoji?)
This gave me a nice afternoon laugh, I fear that @anon47616136 is right on the money as well.
Letâs hope that further emojification is not forthcoming!
Iâm steadfast in my believe that it is, as this topic title says, a customer service fail. Often used, it seems, to act almost as a distraction to cover up the fact that the service isnât very good.
I must say it does give me a good laugh sometimes Wouldnât be surprised if heâs part of a focus group Monzo uses to work on their communication style haha, Iâve never seen anyone use emoji (using the correct plural now!) so fanatically! I actually admire the consistent dedication to finding at least 3 emoji to reiterate every single word typed.