Answer.co.uk How Rude!

[british steve]

We are looking for a phone answering service for a new business that we are running. While looking around Google I came across www.answer.co.uk and was put through to a gentlemen called James (who it turned out was the boss of the company) while talking to James I asked if sales calls were charged for (the last telephone answering service we tried charged for sales calls - we went from zero sales calls per week to suddenly getting a minimum of 10 plus per week when we signed up with this company - one week we got over 35 sales calls) When James said that they charged for sales calls I politely but firmly said I was not interested in using their phone answering service - he then offered to explain to me why they charged for sales calls - to which I politely said that I was not interested to which he slamed the phone down on me!

Thank you James. I cant help but feel that your customer service skills need a little polishing up! Needless to say we wont be using you!

Can anyone recommend a decent 24/7 phone answering service?

 

[Mike tells it like it is]

Funnily enough I had a similar experience with a call answering service she was so stupid and up herself she didn't even realise I was testing her.


I even pointed out to her that I didn't care if a customer was abrupt with her or what she considered rude as I make money out of the customer and I pay her a fee.


pffft-give me strength

 

[Multi-store]

Tough one that Steve, cant personally recommend any, do none of them offer a free trial?

 

[DesignerNick]

No Missed Calls don't charge for Sales Calls. Always been great for me!

 

[GraemeL]

Just to cheer you up, I have a very funny video/audio file of a real recording on an answering machine at an Australian school. 4mb. Is there any way I can put it on this thread?

G

 

[Jimbo Jambo]

Dear British Steve,

As I tried to explain when I called you back up - I was wrong to say what I did at the end. I shouldn't have been wound up by your comments leading up to that moment so apologies for this. My frame of my mind in those five minutes was not right and I shouldn't have taken the call.

You are quite right my customer service skills at times can be rather atrocious (although 98% of the time I am not too bad). Fortunately my area of expertise is in building a company that the vast majority of time do a great job.

At JAM we have an amazing team allowing me to concentrate on other areas while the likes of Katie and many others so such a great job- as can be seen from our reviews at https://checkout.google.com/reviews...67520336905&gsessionid=O6ijpVMiPJAr8lzRTyM7Aw

Regarding what I wanted to try and say to you before the final moment - the reason we do charge for Sales calls is because we don't want an operator to turn away a call that might be genuine as could happen. We make up for this with our bonus credits policy http://www.answer.co.uk/top_up.aspx as well as the bonus credits we give UK Biz members and 4N members on sign-up (£10 bonus).

That said there are a number of companies who may have already replied or certainly will who will say they don't charge for sales calls.

Apologies again for how I ended the call

James

 

[firstmarket]

We are looking for a phone answering service for a new business that we are running. While looking around Google I came across www.answer.co.uk and was put through to a gentlemen called James (who it turned out was the boss of the company) while talking to James I asked if sales calls were charged for (the last telephone answering service we tried charged for sales calls - we went from zero sales calls per week to suddenly getting a minimum of 10 plus per week when we signed up with this company - one week we got over 35 sales calls) When James said that they charged for sales calls I politely but firmly said I was not interested in using their phone answering service - he then offered to explain to me why they charged for sales calls - to which I politely said that I was not interested to which he slamed the phone down on me!

Thank you James. I cant help but feel that your customer service skills need a little polishing up! Needless to say we wont be using you!

Can anyone recommend a decent 24/7 phone answering service?

I've read a few of your posts and you do seem to come across as quite abrupt. In your version of events you refused to listen as to why they charged for sales calls. Perhaps he was giving you an example as to how they intended to handle them.

This post will show up in a google search at some stage which I'm sure was your intention. If you're going to be critical of a company you've dealt with I think it's fair you add your company details to it so they have a right of reply.

 

[kjmcculloch]

I can feel your pain Steve. I've tried a few call answering services and have struggled to find any that I am happy with. I don't know whether its the Scottish accent but the biggest problems I've had are with phone numbers being passed incorrectly.

I did like answer.co.uk, but I started to feel that they were more interested in people who were using lots of credits. I only need someone to take up some slack when I am out of the office, which is increasingly rare, or doing some work I don't want to be disturbed through.

Sorry I can't offer any suggestions.

Kris

 

[Mike tells it like it is]

I've read a few of your posts and you do seem to come across as quite abrupt. In your version of events you refused to listen as to why they charged for sales calls. Perhaps he was giving you an example as to how they intended to handle them.

This post will show up in a google search at some stage which I'm sure was your intention. If you're going to be critical of a company you've dealt with I think it's fair you add your company details to it so they have a right of reply.

... Give me strength. He said he was not interested the other person put the phone down-he is in know way in the wrong.

Sales is a hard business-you don't slam the phone down on everyone who tells you know you say ok thanks, goodbye and put the phone down in a normal manner.

 

[Jimbo Jambo]

I can feel your pain Steve. I've tried a few call answering services and have struggled to find any that I am happy with. I don't know whether its the Scottish accent but the biggest problems I've had are with phone numbers being passed incorrectly.

I did like answer.co.uk, but I started to feel that they were more interested in people who were using lots of credits. I only need someone to take up some slack when I am out of the office, which is increasingly rare, or doing some work I don't want to be disturbed through.

Sorry I can't offer any suggestions.

Kris

In another thread on here Kris I did try and reply to you - and there is still an unread customer service message we sent you trying to resolve the issue. If you want to log back in - happy to try and put situation right again for you

 

[Jimbo Jambo]

... Give me strength. He said he was not interested the other person put the phone down-he is in know way in the wrong.

Sales is a hard business-you don't slam the phone down on everyone who tells you know you say ok thanks, goodbye and put the phone down in a normal manner.

Correct - I was wrong in this instance no matter what I thought

 

[Mike tells it like it is]

Correct - I was wrong in this instance no matter what I thought

Yeah well anyone can have a bad day and make a mistake.

what gets on my tits is the attitude some have to customers -it is all the wrong way around in this country.

 

[Jimbo Jambo]

Yeah well anyone can have a bad day and make a mistake.

what gets on my tits is the attitude some have to customers -it is all the wrong way around in this country.

the irony is our customer service for Answer.co.uk clients is really quick and most of the time very helpful - our average response time during the day can be measured in minutes - of course at times you come up against a no win situation and its something we mostly get right in how we deal with - not always though - its a constant learning experience

 

[Dave Kinnel]

Yeah well anyone can have a bad day and make a mistake.

what gets on my tits is the attitude some have to customers -it is all the wrong way around in this country.

Terrible isn't it, but I would say that customers attitude is generally so much worse, arrogant and plain rude than sales staff.

 

[Dot Design]

Just to add my 2 penny worth...

I've used JAM and specifically Answer for over 2 years now and they have always been excellent in both service, price and customer service. I've dealt with lots of different members of staff within the company including James himself, Katie and a number of their operators. In my experience they've always been pleasant, accomodating and very ready to help.

I'd suggest (as some have) that this was just an unfortunate blip, lets face it we all have them including myself, we are all human and have bad days which can very occasionally bleed into our work.

I personally can't recommend them enough.

 

[Mike tells it like it is]

Terrible isn't it, but I would say that customers attitude is generally so much worse, arrogant and plain rude than sales staff.

Not in my view -sure there are some customers like that-but as long as they are paying I don't care that much to be honest.

Perhaps customers are never rude to me because I am very good with them.

Perhaps part of the problem is some customers go in expecting carp service from customer service as 9 times out of ten they would be right to expect that as history in this country has proven.

The onus on politeness is always on the company ...

 

[firstmarket]

Not in my view -sure there are some customers like that-but as long as they are paying I don't care that much to be honest.

Perhaps customers are never rude to me because I am very good with them.

Perhaps part of the problem is some customers go in expecting carp service from customer service as 9 times out of ten they would be right to expect that as history in this country has proven.

The onus on politeness is always on the company ...

The onus on politeness is on each individual, not who is paying who. You take the above view on business or life and you won't get very far.

 

[Mike tells it like it is]

The onus on politeness is on each individual, not who is paying who. You take the above view on business or life and you won't get very far.

lol


Funny I always enjoyed doing business in the US and found it a chore in the UK

 

[Mike tells it like it is]

The onus on politeness is on each individual, not who is paying who. You take the above view on business or life and you won't get very far.

No I did not say the onus was on the one paying you the onus is on the one offering the service for money.

 

[Jimbo Jambo]

lol


Funny I always enjoyed doing business in the US and found it a chore in the UK

Interesting - we have a PAYG service in the US <removed by mod> and it is fascinating comparing the level of customer service expectation from both sides of the pond and how our American colleagues deal with customer service in the US. From my experience the Brits are less demanding

 

[kjmcculloch]

In another thread on here Kris I did try and reply to you - and there is still an unread customer service message we sent you trying to resolve the issue. If you want to log back in - happy to try and put situation right again for you

I was struggling to remember what you had done to upset me, until I read your message. You were taking the number from the caller ID instead of actually asking the caller. And because of how I accept calls it shows my number and not the caller, so every call you were passing had my number.

In my view this was nothing less than lazy, and only started to creep in towards the end of my time with you. Your suggestion, I change my setup to suit you!

Kris

 

[Mike tells it like it is]

Interesting - we have a PAYG service in the US (removed link and it is fascinating comparing the level of customer service expectation from both sides of the pond and how our American colleagues deal with customer service in the US. From my experience the Brits are less demanding

Yeah - I think that is because many have come to expect less and become jaded by just how poor service is in the UK.

You know when looking for suppliers it is like blood out of a stone and you sometimes feel like saying ffs do you want any business or not.

Even in Europe I find it a lot more enjoyable doing business to the UK.

It gives me no pleasure to say that but that's how it is.

 

[Jimbo Jambo]

I was struggling to remember what you had done to upset me, until I read your message. You were taking the number from the caller ID instead of actually asking the caller. And because of how I accept calls it shows my number and not the caller, so every call you were passing had my number.

In my view this was nothing less than lazy, and only started to creep in towards the end of my time with you. Your suggestion, I change my setup to suit you!

Kris

IHave just checked the customer service messages log and there was action taken to resolve this, and a final request which remains unread. I liked to think in the 8 months since we have learnt how to deal with certain issues so more than happy to address any previous issues if you wish.

 

[kjmcculloch]

IHave just checked the customer service messages log and there was action taken to resolve this, and a final request which remains unread. I liked to think in the 8 months since we have learnt how to deal with certain issues so more than happy to address any previous issues if you wish.

I have just read it, and it suggests I change the setup at my end to present the callers number. Strange that it wasn't a problem until the end. And I do need to say, if it takes you 8 MONTHS to solve this issue, maybe I made the right decision.

 

[Jimbo Jambo]

I have just read it, and it suggests I change the setup at my end to present the callers number. Strange that it wasn't a problem until the end. And I do need to say, if it takes you 8 MONTHS to solve this issue, maybe I made the right decision.

It was the message which was sent to the Admin user - still remains unread - not to worry Kris, have tried to resolve it for you now, offer remains there in future at any point.

 

[voiceoverartist]

I also have been a JAM/Answer customer for around 18months - 2 years. Personally, have found it to be a near impeccable service, and any queries are dealt with immediately. James and Katie are great ambassadors of their company, and I have recommended them to countless people, and have no hesitation doing so ongoing.

As Gareth said, whatever caused this, I am sure it was just an isolated incident, which I am sure they have/are trying to rectify in an amicable way. No one can perform 100% 24/7, everyone has bad days and make mistakes; so maybe just move on from this and either accept their apology and resolve the issue or walk away gracefully?

 

[KatieMoore]

Hi Steve,

I would like to reiterate James apology here. I did try and call to remedy the situation - To which I was told you had no interest in me or my company and then put the phone down.

The reason I was able to call was because I had spoken to you previously. The sales call issue was mentioned and from what I recall, you weren't too happy and decided to go elsewhere (I explained bonus credits/call instructions and so on).

I feel naming and shaming is somewhat unfair, especially when we have tried to get in touch to resolve the issue. We could have reached an amicable conclusion instead of jumping straight into a public forum. An act, which I think doesn't show you in the best light either.

It's a shame it has come to this. However, we always learn from anything negative and this is something we will look at straight away.

Again apologies and if you would like to have a chat on the phone, just let me know.

Kris - happy to call you re the issue of the captured cli - if you ever need of course.

 

[kjmcculloch]

To be honest Katie, there really is no point. I lost a potential client through it, and therefore it would be unwise to risk such a thing again. These are really things that can't be put right after the event.

As I said previously, I'm too small for you really to be interested in.

Kris

 

[KatieMoore]

To be honest Katie, there really is no point. I lost a potential client through it, and therefore it would be unwise to risk such a thing again. These are really things that can't be put right after the event.

As I said previously, I'm too small for you really to be interested in.

Kris

Hi Kris,

1. no client too small for us - not sure what gave that impression but apologies if you feel that way

and

2. that is fine - I meant more so it doesnt happen with any other service but not to worry.

No need for public back and forth here - i'm here if you ever would like to chat.

 

[kjmcculloch]

Maybe if you had tried 8 months ago, as you say a pointless discussion.

Kris

 

[Stefnet]

I'm a very small user of JAM, I use the PureJAM service rather than Answer but still have a very low volume of calls.

I've not found James to be rude. Blunt sometimes, I think that is who he is, and the service I have had, for a user who really spends very little, has always been exemplary. At the beginning of my relationship with JAM their call answerers were pronouncing my name incorrectly but as soon as that was spotted (within hours) it was dealt with (within hours).

I'm very comfortable to recommend JAM to my contacts and clients, and will continue to be so.

 

[vvaannmmaann]

Do you people really need to do this in public?
No-one is that interested in your petty squabbles.

 

[Jimbo Jambo]

Do you people really need to do this in public?
No-one is that interested in your petty squabbles.

Understood although the OP felt it necessary to try and tarnish our company name (based on my 2 seconds of madness to be fair) - I think it only right we defend our company name

 

[KatieMoore]

Do you people really need to do this in public?
No-one is that interested in your petty squabbles.

^^ completely agree with this!

Just wanted to explain our side of the situation

edit - or what James said!

 

[Mike tells it like it is]

I'm a very small user of JAM, I use the PureJAM service rather than Answer but still have a very low volume of calls.

I've not found James to be rude. Blunt sometimes, I think that is who he is, and the service I have had, for a user who really spends very little, has always been exemplary. At the beginning of my relationship with JAM their call answerers were pronouncing my name incorrectly but as soon as that was spotted (within hours) it was dealt with (within hours).

I'm very comfortable to recommend JAM to my contacts and clients, and will continue to be so.

Trouble is some people take offence at the slightest thing. So a call handler who is blunt may not be the best thing.

 

[Jimbo Jambo]

Trouble is some people take offence at the slightest thing. So a call handler who is blunt may not be the best thing.

Spot on gain Mike - which is why my operator days at JAM ended back in 1995 - and have put in place vigorous quality control to ensure we handle all our client calls to the highest possible standard we can.

 

[mkgreenfield]

Spot on gain Mike - which is why my operator days at JAM ended back in 1995 - and have put in place vigorous quality control to ensure we handle all our client calls to the highest possible standard we can.

Well maybe you should go "back to the floor" - as the boss, you should lead by example. How can you expect your team to provide excellent customer service if you don't yourself?

 

[Mike tells it like it is]

Well maybe you should go "back to the floor" - as the boss, you should lead by example. How can you expect your team to provide excellent customer service if you don't yourself?

No I don't agree a smart boss employees good people and uses them to full advantage.

The people p in the 7ps of marketing goes on about that exact thing.

If he is naturally blunt then that is how he is so he has done the correct thing.
Employ a manager who is very good on the phone...

Delegation...

 

[Jimbo Jambo]

I'm a very small user of JAM, I use the PureJAM service rather than Answer but still have a very low volume of calls.

I've not found James to be rude. Blunt sometimes, I think that is who he is, and the service I have had, for a user who really spends very little, has always been exemplary. At the beginning of my relationship with JAM their call answerers were pronouncing my name incorrectly but as soon as that was spotted (within hours) it was dealt with (within hours).

I'm very comfortable to recommend JAM to my contacts and clients, and will continue to be so.

Thanks Stef for the comments

 

[paddy84]

Dear British Steve,

As I tried to explain when I called you back up - I was wrong to say what I did at the end. I shouldn't have been wound up by your comments leading up to that moment so apologies for this. My frame of my mind in those five minutes was not right and I shouldn't have taken the call.

You are quite right my customer service skills at times can be rather atrocious (although 98% of the time I am not too bad). Fortunately my area of expertise is in building a company that the vast majority of time do a great job.

At JAM we have an amazing team allowing me to concentrate on other areas while the likes of Katie and many others so such a great job- as can be seen from our reviews at https://checkout.google.com/reviews...67520336905&gsessionid=O6ijpVMiPJAr8lzRTyM7Aw

Regarding what I wanted to try and say to you before the final moment - the reason we do charge for Sales calls is because we don't want an operator to turn away a call that might be genuine as could happen. We make up for this with our bonus credits policy http://www.answer.co.uk/top_up.aspx as well as the bonus credits we give UK Biz members and 4N members on sign-up (£10 bonus).

That said there are a number of companies who may have already replied or certainly will who will say they don't charge for sales calls.

Apologies again for how I ended the call

James

Maybe you should give the individual customer the option of accepting sales calls or not. For example if I didnt want sales calls off a directory company offering there services 3 times a day at £1 a pop, then a message can be displayed to the operator not to accept sales calls. That way your giving your customers the choice, and not making a blanket decision that everyone will have sales calls accepted, just because you think your customers may want it that way. everyones happy.