The New Bell Atlantic Launches Customer Care Program

The New Bell Atlantic Launches Customer Care Program

Merged Company Offers Guarantees on Service, Network Reliability

October 27, 1997

Media contacts:

Shannon Fioravanti


Eric Rabe


NEW YORK - Customer care representatives focused on understanding and

meeting your individual telecommunications needs. Products and

services customized to your lifestyle. Trusted guidance through the

thickening forest of companies and choices for your telecommunications


These commitments mark the first step of a new "customer care" program

launched by Bell Atlantic today.

By heightening its commitment to service quality, Bell Atlantic

promises to satisfy customers every step of the way. Customers will

learn about these initiatives in print and television ads unveiled

throughout the Bell Atlantic region today.

"These new service initiatives reinforce a commitment we've honored

for over 100 years - that customer satisfaction always comes first,"

said James G. Cullen, president and CEO, Bell Atlantic Telecom Group.

"Every employee is ready to respond to our customers' unique

individual needs. Few companies today understand their needs or are

willing to provide that level of service, but we are guaranteeing it."

The advertisements feature characters of Maurice Sendak's children's

book Where the Wild Things Are, in which friendly monsters guide a

bewildered boy through a jungle's confusing maze of choices. Stating

that customer satisfaction comes first, the ads outline eight

commitments Bell Atlantic customers can count on:

  • Product satisfaction guarantee: Bell Atlantic will offer

    residential and business customers a 60-day money back guarantee

    on a host of our most popular features, including Caller ID, Call

    Waiting, and Voice Mail. Customers will receive a full credit

    for applicable monthly and one-time charges if they are

    dissatisfied and notify Bell Atlantic within 60 days of receiving

    the service.

  • We're not finished until you say so: When it comes to

    installation and repair, we'll keep working until you're

    satisfied that the work we've promised you is complete. We'll

    even follow up with a service verification call within 24 hours

    of a technician's visit.

  • Automatic out-of-service credit: When customers report their

    service is out and the problem is not fixed within 24 hours,

    they'll receive a hassle-free, automatic prorated credit for the

    time they were without service.

  • Credit for misdialed calls or calls with poor transmission: Bell

    Atlantic will provide an appropriate credit to customers who

    report a transmission problem when talking with friends or family

    or if they misdial a Bell Atlantic voice toll call.

  • Emergency service when you need it. The new Bell Atlantic will

    strive to keep customers connected when there is a service

    outage. During emergencies or prolonged service outages,

    customers can have their calls forwarded to another local number,

    or to another one of their lines, until the problem is fixed.

  • Consistent network monitoring. Bell Atlantic has

    state-of-the-art systems and processes that constantly monitor

    the network for our customers, 24 hours a day, seven days a week.

    This effort supports and reinforces our commitment to superior

    customer service.

  • 99.9 percent network reliability. We're dedicated to achieving

    this performance level throughout our region with a variety of

    new and ongoing service improvement programs and continuing

    investment in our network infrastructure.

  • Constantly upgrade the network with leading-edge technology.

    Bell Atlantic will invest $5 billion this year to deploy

    state-of-the-art innovations across its network. The company

    already provides a 95 percent all-digital network, with thousands

    of state-of-the-art fiber optic lines throughout our region,

    widespread access to ISDN (Integrated Services Digital Network)

    and other high-technology services. We are dedicating an

    additional $4 billion annually to keep customers' local

    connections operating smoothly, backed by the skills of 90,000

    service employees.

"The customer care program combines new ideas with the best existing

practices of both companies, with the goal of remaining the customer's

first choice for telecommunications services," Cullen said. "These

initiatives should leave no doubt in customers' minds that their needs

and concerns will be our top priority every time they call us."

The new Bell Atlantic - formed through the merger of Bell Atlantic and

NYNEX - is at the forefront of the new communications, information and

entertainment industry. With 40 million telephone access lines and

5.5 million wireless customers worldwide, Bell Atlantic companies are

premier providers of advanced wireline voice and data services, market

leaders in wireless services and the world's largest publishers of

directory information. Bell Atlantic companies are also among the

world's largest investors in high-growth global communications

markets, with operations and investments in 21 countries.