11.03.1998|Corporate

Bell Atlantic Establishes Third Customer Care Center to Answer Installation Inquiries

Bell Atlantic Establishes Third Customer Care Center to Answer Installation Inquiries

One-Stop Center Provides Convenience for Customers, Creates Jobs

November 3, 1998

Media contact: Ells Edwards , 302-576-5340

BALTIMORE -- One call now does it all for Bell Atlantic customers in Maryland, Virginia, West Virginia and the District of Columbia who want fast and accurate information about orders they've placed for Bell Atlantic residential phone service.

All it takes is a toll-free call to the company's new Customer Care Installation Center in Baltimore, where they'll reach a special team of employees dedicated to handling their inquiry. Customers receive the toll- free phone number when they make an installation appointment with Bell Atlantic.

"We're making it even easier to do business with us," said Arnie Eckelman, president of Bell Atlantic Customer Services. "We've used this Customer Care Installation Center concept in New York and New England. Those centers have enabled us to significantly improve customer service, so we are expanding the concept into our mid-Atlantic region. Our goal is to have customers say, 'Wow, that's great service'."

Bell Atlantic soon plans to open another Customer Care Installation Center serving Pennsylvania and Delaware, Eckelman said.

Customers should call the Customer Care Installation Center when they have placed an order and wish to:

  • Change their order for a phone service.

  • Change the date or time when they would like Bell Atlantic technicians to install a new phone service

  • Check the status of their service request

  • Ask questions about their installation work

  • Discuss a problem with the service they received

Employees at the Customer Care Installation Center can quickly access up- to-date information about a customer's work order using a computerized, state-of-the-art data base. As a result, customers receive information on their order for phone service quickly. Previously, customers have called the Bell Atlantic business office where their order was placed. This sometimes resulted in delays while customers were transferred to other offices or put on hold in order to obtain this information. The new center has expanded hours, Saturday and Sunday from 8 a.m. to 5 p.m., for added customer convenience.

Bell Atlantic has hired 95 people to staff the Customer Care Installation Center and plans more new hires by the end of this year.

"At Bell Atlantic, we're working toward providing customers from Maine to Virginia with the same great level of service," Eckelman said. "We're committed to satisfying customers every step of the way, in every contact they have with Bell Atlantic."

Bell Atlantic is at the forefront of the new communications and information industry. With more than 42 million telephone access lines and more than eight 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 23 countries.

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