I am starting this thread because it has been and ongoing problem I am sure that Attach-EZ is not the only company who faces this same situation on a regular basis. Hopefully it will help all of us who have customer service problems like the one I have listed below.
Because of the amount of calls we get daily from people who need to order supplies, or they need technical service, it may not be possible to answer the call at the time it comes in. One of the biggest problems we face when it is necessary for someone to leave a message is the information which is being left so that we can return the call in a timely fashion.
Quite often when people leave a message they speak too fast, too quietly, or they don't leave a name or number at all. Although we can usually get the number off the Caller ID, sometimes there is no number displayed and it will just say NOT AVAILABLE. In this case we are not able to call back.
I can't speak for other Customer Service's, but if you leave a number on the Attach-EZ voice mail for a call back and someone doesn't get back to you within 24 hours please call again. We try to answer all calls within the hour, or depending on the time the call came in, by the next morning. If you left a message and we didn't get back to you in a reasonable amount of time it is probably because we didn't get enough information to do so.
Rule of thumb....when leaving a message for a call back speak slowly giving your name and full telephone number. The time zone from which you are calling from is also helpful. If you are calling from another country it is good to know the time difference between the USA and the country from which you are calling.
We try to give the best customer service possible and like any company there can be miscommunication at times. When this happens we want to know about it so that you don't go on thinking that we don't care about your needs. We do, and we really appreciate your support. Thanks.
Pat Kotnour - Pres. & CEO Attach-EZ, Inc.
attachezoms@aol.com E-mail
1-800-527-1521 Technical Service
651-459-5936 Local
651-458-5336 Fax
www.attach-ez.com Web Site
[ 05-30-2006, 11:46 AM: Message edited by: Pat Kotnour ]
Because of the amount of calls we get daily from people who need to order supplies, or they need technical service, it may not be possible to answer the call at the time it comes in. One of the biggest problems we face when it is necessary for someone to leave a message is the information which is being left so that we can return the call in a timely fashion.
Quite often when people leave a message they speak too fast, too quietly, or they don't leave a name or number at all. Although we can usually get the number off the Caller ID, sometimes there is no number displayed and it will just say NOT AVAILABLE. In this case we are not able to call back.
I can't speak for other Customer Service's, but if you leave a number on the Attach-EZ voice mail for a call back and someone doesn't get back to you within 24 hours please call again. We try to answer all calls within the hour, or depending on the time the call came in, by the next morning. If you left a message and we didn't get back to you in a reasonable amount of time it is probably because we didn't get enough information to do so.
Rule of thumb....when leaving a message for a call back speak slowly giving your name and full telephone number. The time zone from which you are calling from is also helpful. If you are calling from another country it is good to know the time difference between the USA and the country from which you are calling.
We try to give the best customer service possible and like any company there can be miscommunication at times. When this happens we want to know about it so that you don't go on thinking that we don't care about your needs. We do, and we really appreciate your support. Thanks.
Pat Kotnour - Pres. & CEO Attach-EZ, Inc.
attachezoms@aol.com E-mail
1-800-527-1521 Technical Service
651-459-5936 Local
651-458-5336 Fax
www.attach-ez.com Web Site
[ 05-30-2006, 11:46 AM: Message edited by: Pat Kotnour ]
