Answering Specialists Answering specialists caused us to lose customers by delivering horrible service Bonners Ferry Idaho Nationwide
We had been using Answering Specialists to handle our overflow and after-hours calls. We had received numerous reports from our customers of the following:
* Put on hold when the call was answered for up to 10 minutes.
* Hung up on after being placed on hold for a long period of time.
* Rude behaviour- This was reported many times.
* Not sending emails to alert us of calls
An Answering service is hired to do the exact opposite of what is described above. To say that we did not receive the services we had purchased is an understatement.
Wost of all, when we reported this to their "supervisors", they were defensive, and essentially blamed our customers. This response was the most unprofessional I have ever witnessed. Tim refused to take our calls, and would never return a call. I have read through Tim's responses on this site, and it is a wonder why he takes the time to submit these unprofessional rebuttals, but refuses to speak to his customers that he could have saved.
I can see now that others have received the same poor service, and ignorant responses. This company does not deserve to remain in business.
1 Updates & Rebuttals
Tim
Bonners Ferry,Idaho,
Accuracy
#2REBUTTAL Owner of company
Sat, September 06, 2014
I respond to provide balance.
Customer claimed they cancelled because they lost a customer due to a mishandled call. It is always possible that we made a error handling a call. We can't offer perfection and do make errors from time to time. If this was the case here, we certainly apologize to Connect Me - who is the customer.
We however, never have calls on hold for 12 minutes - our system won't allow this.
All notifications to email and text, and fax are fully automated in our system. It is not possible for us to "forget" to send one. We can only send notifications, emails, texts, etc. We have no control on the receiving end. While I understand that this may be frustrating, these are simply the fax. How many times do you get a text message on your phone the next day instead of instantly when it was sent?
Our operators are polite and professional, we don't hangup on callers unless they are abusive and using foul language. At this point in the call, the caller is warned, and if it continues, we will disconnect the call.
We provide constant monitoring of calls and if a operator is not operating to standards, they are retrained. If problem persists, we will terminate their employment.
In this case, the client claimed we cost them a client. They asked that compensate them for the loss they felt we caused by providing them free services. We refused, and here we are.
Again, we are more than happy to apologize for any errors on our side and wish the customer the best.
Tim