Monique Quarsingh Digital bank unbelievable great service

Good day, Complaints Department and Compliments.

I would like to take this opportunity to bring to your attention the most amazing, outstanding, I can't fault .

an agent called Monique. Quarsingh in Digital banking department . Local at Simone street in the CBD downtown Johannesburg

I myself have unfortunately been a victim of home invasion about four years ago. I suffer currently from some sort of brain damage and a blind eye. I've got Parkinson's, etc directly due to the harm that sustained .

I had replace previous iPhones due it No Longer able actually hear using on speak.

And although if increase volume to maximum . You just label to hear the other person voice if they speak loud

Therefore due to my limitationin regards to technology. I struggled to complete setting up all that’s necessary apps as you can imagine .

One of them was the Standard Bank app . Seeing that for security purposes. all accountant card have to set up again I found that part difficult to complete as one needs the call centre .

To be Authenticated . As I mention was struggling and seeing have limitations

And I reached out to Standard Bank to actually get assistance me . for example the wallet and to set up my cards and it ther banking relate Matters I reached out to Standard Bank, Using the guidance of the prompter.

Including dialling the correct number, but yet it took one hour and twelve minutes to six different agents. Every time they tell me they put me through digital banking, eventually after waiting for one hour, ten minutes, one hour, twelve minutes I chose opted for a call back press number one and they give you a call back. So with that being said being frustrated I ended it because I was wasting funds on my phone in any case because I wasn't getting anywhere.

But the lack of knowledge that I had accounted with the other 6 agents was actually horrific

because I explained to them that I would need to set up my apps again, in my app like the cards and my accounts yet it sounded like it was a foreign language that a person was speaking.

So I was not impressed actually with that but I ended the call and soon after that there was a incoming call and when I answered the call there was a young lady on the other side, very friendly and polite but I was very irritable because of my experience with the other agents and unfortunately, I did lash out but I was slightly abrupt with her because I wanted to know if I am in the right place,

So she assured me that I was and she asked how she could assist me, I explained everything to her and she said just one moment she needs to just authenticate me please which I know is standard procedure because at my previous company they had a call centre themselves and I worked in finance for 13 years and there was times that I oversaw the call centre because of management changes so I am more fami**** with how a call centre works and for example, dropping of calls, meeting targets, listening on the calls doing appraisals all of that.

And I also know how you should answer with a client and not interrupt them actually let them first finish speaking and all of that.

I found that Monique ticked all those boxes. Be someone with a brain injury like mine. Without. Any hesitate she knew exactly what to. She she sent me two SMSs, saying that I didn't get the first one, which would have had probably an OTP number or whatever used to be authenticated. There seemed to have been a network problem, as I never received the first or the second one, so I asked.

So she called on Wednesday, until yesterday Thursday and on Wednesday she must have called me at least three times because every time we tried to get into my phone there was an error, a network error or whatever so I asked every time to maybe call back in half an hour if it's possible so because I was already dealing with her so I didn't have to repeat what I was trying to achieve.

She did it exactly as she promised, she did not leave me down, she tried everywhere but I needed to go to her branch eventually because my network and where I stay you know because of the power outings as well I think that's what affected the phone as well.

So I went to Campus Square and dealt with the banker there which gave me also an amazing service which I must have taken about 40 minutes of her time up because she did my app from scratch.

That being said I left I was thankful and everything. Here I get another call from Standard Bank and as I answer it it was Monique again. Good day Sir, it's Monique here.

I'm just checking up if everything is okay with you? Have you been able to be assisted? Etc etc. And I felt so welcomed and nearly said honoured but to be treated in such a kind and empathy and just she understood that what wanted

- Monique was extremely efficient and Patient with me even on Thursday late afternoon we spent more than an hour actually the time was from 13 34 to 14 52 that she actually dealt with me just to get my Verification done because I struggle even finding words as you can hear actually with this message but I thinks he needs to receive a acknowledgment for her outstanding customer service . .

In the way she presented Standard Bank brand!!

Praise her for the brilliant high level professionalism of the highest level possible

if you can listen to the calls I myself has worked in a company who owned a calling called center with that being said I even at times worked in finance but I spent some time couple months in the call center itself to because I was a manager to oversee some of the functions. So therefore I know all about listening into calls dropping calls waiting agents abandoning calls meeting targets because I've dealt with it and As I said I would like to Let her manager actually know what a credit she actually is to Standard Bank

The way she represented the brand I cannot fault her at all and i'm not saying this out of an easy thing. I am here to give her a rating out of 10 and I realize that it is a very high rating and it's very unusual for someone to get that but Should you have any doubts please listen to the calls yes might be long but you will agree with me I got frustrated on Thursday because I eventually said to her I can't find these on my phone just leave it because of inconveniencing you And she turned around to me the kindness compassionate and just with empathy she's She convinced me to rather stay on the line she will help me. we eventually completed it but she even called back on Wednesday twice during the day no in fact three times during the day because eventually I had to go into the branch to set up some stuff And just to make sure that I'm actually getting help she called back yesterday being Thursday Just to make sure again that I've been assisted properly Then I told her about this SMS that I got where it says you need to be verified with your cards which I did not even know because as far as I was concerned when I was in a branch when it was loaded and Then a bank that had helped as well gave me brilliant brilliant service I will still get her name and I'm going to give her a compliment as well Because I sat for with her for about 40 minutes and not once did I get a feeling of it's Russian or little She took her time and she was also very thorough the same as Monique So I can only compliment two people that are fed interaction with this week, but You need Is it created like I said to stand in back you She deserves the and hopefully it will actually help her to actually get a decent assessment when it comes to appraisals because she deserves what I'm giving her and I believe that you should receive praise when it's due and if it's not, they need to alter as a customer.

I need to express my satisfaction or dissatisfaction and the thing is with the company, what agents forget is that we don't see their faces but they represent the brand of the company. The impression that they leave with a client is the impression that is left with the brand, whether it's a positive or negative one.

That is what you leave with.

In my case I was very impressed and I've always been with standing back, but this lady, after how long she's worked for you, is knowledgeable. She was fast. She was efficient. It wasn't a case of "I'm not sure what to do" or "Can't help you" or whatever. Specifically on Wednesday, when I tried to use the contact and send it back in the first place, I was through to you.

You can look through my phone number through six different agents. Every time he was telling me, "You're going to go to digital banking." I actually got frustrated after an hour and then I just put the phone down because I was very frustrated.

We actually didn't make another call. I got through to digital bank by actually leaving them a call back so that's how I got into touch with her.

Initially I was a bit irritated, as you can see, and I apologized to her today because I felt bad because I've dealt with customers before and it's a very difficult position because some customers can be extremely rude. I just felt I owed an apology not that I was rude to her but I was slightly abrupt out of frustration that I've already been through six agents and nobody really knew where I was going to be able to help me to set up my cards.

With that being said, this is a log message but please acknowledge what I'm saying to you. She needs the acknowledgement and her team can be proud, whoever she sits with: her team leader, her manager, and the manager of the call centre. I'm doing this on a helipad.

I could have written a negative one-star instead. They're receiving a five-star, which, like I said, I believe in being fair. I'm 60 years old so I've been an employee in the industry many years. I'm not out of school or just with two years' experience with three years' experience. I have more than 30 years of working experience and a big portion of that was in finance as well.

She was incredible. She was warm and empathetic. I was a bit overwhelmed by the amount of kindness that she showed me, just by being there, listening to me. She knew that I was struggling but not once, if you listen to the call, you will agree with me that she deserves to be praised by her manager for representing Standard Bank.

I hope that with Time she might be promoted or, if she is already, I don't know, but there's always a way to climb the ladder. We all started to bother whether she is or not, doesn't matter, but I believe she will end up probably being in management in the future because of how she is. Thank you Monique I salute

For outstanding service abd effort you made . Difference in my life just but you me patience abd extremely professional

Kind regards