More customer comments making Wonga happy
May 8th, 2009In the world of business you can sometimes get bogged down in the detail and day-to-day tasks. Suited corporate types might say it’s a case of ‘missing the big picture.’ But at Wonga we continually try to remember the reason for our existence, which is to make our customers happy. Most companies these days make claims along these lines, but not many walk the walk.
Happy Wonga customers = happy Wonga staff, so we love hearing from people who have benefitted from one of our flexible loans. We get so many nice comments we can’t possibly share them all on our customer testimonials page, but we’d like to post another small selection of recent feedback from customers here.
The following extracts were given anonymously, so we’re not going to attribute them to names, but each one is a genuine comment that gave us a big grin!
Keep up the good work, very very happy with service.
You are simple, friendly and easy to contact.
A very satisfied Wonga customer and I would happily recommend this service to friends and family.
It’s perfect x
Your website is easy to use, friendly staff and no messing around which I love.
Happy with your service in all aspects!
Excellent service. cannot praise it high enough.
I am perfectly happy with Wonga and I’m grateful for helping me out.
Fantastic Service. I am a returning loyal customer.
I think your service is excellent and so quick. I think the interest rate is good that’s why I use it.
May 8th, 2009 at 6:07 pm
I love telling friends about Wonga and I agree with the statements above. Such an easy to use service. keep up the good work Wonga!
July 12th, 2009 at 10:54 pm
Hi All,
I was thinking about reviews and how we deal with individuals and companies in general. It is amazing how our attitudes, culture and emotions play a big part in how we deal with issues. Anyway, I thought I would voice my opinions on dealing with companies when you are not so happy. Its just my opinion if course
Have you ever experienced poor customer service?
While it is true (as with any industry) there are some employees whom are treading water until they find another job, the majority of customer service representatives (CSR’s) really do care about both the company they work for and their customers.
It is also true that people make mistakes as do companies. So what do you do if you are unhappy with a service you receive? Having worked in the service sector for a number of years, I thought I would share what I have learned works best.
The first thing is be polite and try and keep your emotions in check.
Why you may well ask why, they are in the wrong aren’t they?
Perhaps they are or equally you may have missed something, it is possible.
Whether you are right or wrong, behaving in an aggressive manner or being rude will not help your cause. Some may argue that it shouldn’t matter how the customer reacts, the CSR should remain consistent and professional. This is true; however there is an ideal that most companies subscribe to called ‘going the extra mile’. You are unlikely to get the CSR to do that for you if you get off to a bad start.
On one occasion I called up a utility company to complain about certain charges I was not happy about. I was polite and listened to the CSR. Unfortunately we got cut off and when I called back the young lady (after bringing up my details), profusely apologised stating the previous CSR had left a note about it, being curious I asked what he had said: ‘Customer extremely polite, please do all you can to help him’ It certainly made me smile and I knew the young lady was too simply from her tone and manner.
Ensure you have all your facts, key dates and so forth before calling. Believe it or not, if you are not prepared you will actually frustrate yourself and not the CSR. This is particularly true when dealing with financial issues. If you prepare before calling, you will feel much more confident, calmer and indeed you may even identify the root cause.
Now you call the company. Don’t rush into detailed explanations right away, allow the CSR to get your account details, and if necessary pass any security checks that might be required. I know you are simply crying out to be heard, but be patient!
When the CSR asks what they can do to help, in a confident but pleasant tone, explain the issue. Speak to the CSR as you would wish to be spoken to, he or she is after all human too. You should also take a note of their name and use it throughout the conversation, (you will experience a more ‘human touch’ if you do so).
If all is going to plan you should be able to resolve any issues reasonably quickly and without fuss. If you are still unhappy then ask to speak with someone more senior, the CSR will probably try and take you through the complaints process which may be automated or require the customer to write to a specific address. Now you have a choice, you may wish to accept the process or alternatively insist on speaking with a senior member of staff.
In the event you choose the complaints process, ensure that you obtain either the correct address including postal code or the reference number of the complaint the CSR is going to log for you. Ask for the normal timeframes when you can expect to be contacted and how you will be contacted. If you are to be contacted by phone it is important to note that many businesses communications are routed through a switch, and therefore their numbers are not transmitted over the network, (if you do not accept withheld numbers the company cannot contact you). If this is the case give the CSR an alternative number that can accept withheld numbers, for example a mobile.
If you choose to speak with a senior member of staff, then remain perfectly calm but confident and wait until you are connected. It is likely that a supervisor will not want to talk to you until they have read all the notes on your account, this way they have a more complete picture of the issue you are complaining about so again be patient, it will take a few minutes, possibly longer if the supervisor is already talking to another customer.
When you talk with the supervisor do so just as before, do not be tempted to raise your voice or become indignant. Allow them to put their point of view across and then explain how you feel. If you still do not get the answer you are looking for, then you will have to lodge a formal complaint with the company and wait for their response. Once you have received a response (taking note of the timeframe allowed) and you are still not happy then you can contact the businesses regulator, such as Ofcom or the financial ombudsman who will then take up the complaint on your behalf with the company.
Please be aware you should not go directly to any regulatory body until you have given the company in question a chance to resolve your complaint or issue.
The ideal scenario is that your issue is resolved on this one call. That will not always be the case of course and you may have to wait until the company has investigated your complaint, particularly if it is complex. The company for example may have to contact several other departments (depending on how large it is) in order to get all the right information.
So you may ask if I didn’t get what I wanted from this call, should I call straight back and this time use a more aggressive tactic?
Some people will tell you that they have used this tactic and it has worked. I personally would not recommend it. Give the company a chance to resolve your problem, why run up your phone bill or get stressed? Some people in the heat of the moment can (out of character) make nasty comments and in extreme cases these can be classed as abusive potentially landing them in trouble with the law.
If you know you are right and have proof you will win and by using the method above in a much less stressful manner. If you are wrong, you may still win if the company decides to make a ‘goodwill gesture’ but would they be likely to do this for a nice person or an aggressive one?
Finally a few tips:
If you are not getting along with the CSR despite being pleasant (or they seem disinterested), simply terminate the call by saying ‘I am sorry I have to go now but I will call back later’ wait a few minutes then call back, you should now get a different CSR.
Always have a pen and paper in easy reach to take down details of any numbers, names or information you may be given.
Always ask the CSR’s name, note it and use it.
Take a note of the date and time of your call.
Obtain a complaint reference number where applicable.
Do not raise your voice.
March 18th, 2010 at 1:23 pm
Hi what a geat service. I heard lots of bad things about Wonga its not true I couldn’t be more happy with them I’m glad I took a chance on them thanks for Wonga within one hour I han my money & its payed back no problem…