PM
Pasai M
1 reviews | Active since Jan 2025
17 Jan 2025, 16:46
Lack of Communication / Support .
Every business sometimes faces challenges with customer-facing systems. Then, you need to be able to communicate on time with your customers and be available to give assurances that you are solving their problems. Teneo abandons you when you need them. I have waited longer than 24 hours for something as standard as a password reset!! Why not make it self-service if it is such a drain on the school's resources? I have written emails and requested help via live chat. I was completely ignored. And they don't have another publicly accessible help channel. Is this school there to help?
It is NOT SA's No. 1 Online School.
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Replies (1)
Teneo Online School's replyOfficial
18 Jan 2025, 16:22 Dear Pasai,
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
At Teneo, we are proud to provide comprehensive support to our learners and their families through a robust multi-channel approach. Each day, we effectively handle thousands of queries with the help of specialized teams, including Customer Support, Customer Success, and Admissions.
We prioritize every query and adhere to specified turnaround times to maintain a high standard of service. Once enrolled, families gain access to additional support channels designed to address their needs.
With many thousands of learners joining Teneo each year, we utilize best-in-class CRM systems and ticketing solutions. These tools give us a comprehensive view of each case, allowing us to address specific concerns related to curriculum, format, or other areas with precision.
Our structured escalation procedures ensure that queries are resolved seamlessly, starting from initial contact and, if needed, escalating to a direct interaction with a team member. This system enables us to effectively serve our community and uphold our commitment to quality education and support.
Thank you for your understanding.
Yours sincerely,
The Teneo Team
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
At Teneo, we are proud to provide comprehensive support to our learners and their families through a robust multi-channel approach. Each day, we effectively handle thousands of queries with the help of specialized teams, including Customer Support, Customer Success, and Admissions.
We prioritize every query and adhere to specified turnaround times to maintain a high standard of service. Once enrolled, families gain access to additional support channels designed to address their needs.
With many thousands of learners joining Teneo each year, we utilize best-in-class CRM systems and ticketing solutions. These tools give us a comprehensive view of each case, allowing us to address specific concerns related to curriculum, format, or other areas with precision.
Our structured escalation procedures ensure that queries are resolved seamlessly, starting from initial contact and, if needed, escalating to a direct interaction with a team member. This system enables us to effectively serve our community and uphold our commitment to quality education and support.
Thank you for your understanding.
Yours sincerely,
The Teneo Team
Teneo Online School's reply18 Jan 2025, 16:22
Official
Dear Pasai,
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
At Teneo, we are proud to provide comprehensive support to our learners and their families through a robust multi-channel approach. Each day, we effectively handle thousands of queries with the help of specialized teams, including Customer Support, Customer Success, and Admissions.
We prioritize every query and adhere to specified turnaround times to maintain a high standard of service. Once enrolled, families gain access to additional support channels designed to address their needs.
With many thousands of learners joining Teneo each year, we utilize best-in-class CRM systems and ticketing solutions. These tools give us a comprehensive view of each case, allowing us to address specific concerns related to curriculum, format, or other areas with precision.
Our structured escalation procedures ensure that queries are resolved seamlessly, starting from initial contact and, if needed, escalating to a direct interaction with a team member. This system enables us to effectively serve our community and uphold our commitment to quality education and support.
Thank you for your understanding.
Yours sincerely,
The Teneo Team
Thank you for reaching out to us. We understand and acknowledge your frustration. Our teams are currently managing a high volume of inquiries related to the start of school and are working diligently to respond within a 36-hour time frame, depending on the nature of the request.
At Teneo, we are proud to provide comprehensive support to our learners and their families through a robust multi-channel approach. Each day, we effectively handle thousands of queries with the help of specialized teams, including Customer Support, Customer Success, and Admissions.
We prioritize every query and adhere to specified turnaround times to maintain a high standard of service. Once enrolled, families gain access to additional support channels designed to address their needs.
With many thousands of learners joining Teneo each year, we utilize best-in-class CRM systems and ticketing solutions. These tools give us a comprehensive view of each case, allowing us to address specific concerns related to curriculum, format, or other areas with precision.
Our structured escalation procedures ensure that queries are resolved seamlessly, starting from initial contact and, if needed, escalating to a direct interaction with a team member. This system enables us to effectively serve our community and uphold our commitment to quality education and support.
Thank you for your understanding.
Yours sincerely,
The Teneo Team