The New Bell Atlantic Launches Customer Care Program
Merged Company Offers Guarantees on Service, Network Reliability
October 27, 1997
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
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
- 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
- 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
"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.