With a goal of providing the best possible customer service experience, Verizon is introducing its Service Commitment to FiOS customers in Indiana, Oregon and Washington. Residential customers making the switch to FiOS TV, Internet and voice services can count on smooth, no-hassle service as they join the tens of thousands of other customers who have already chosen Verizon as their home-entertainment provider in these areas.
"Verizon's FiOS is clearly the better choice, and - contrary to our cable competitor's claims - Verizon remains committed to FiOS in these areas," said James V. O'Rourke, Verizon's North Central area president. "The Verizon Service Commitment is our promise to FiOS customers that their transition to more advanced home-entertainment services will be smooth and easy."
The centerpiece of the Service Commitment is direct communication between the FiOS customer and the Verizon team.
Under the commitment, the Verizon technician who installed the service will be available to ensure the customer's service is working and to answer questions from Day One. New customers get a direct phone number to reach the technician who installed their service, should they have any questions after the work is done.
Verizon service employees will also check in by phone with customers within the first 30 to 45 days of installation to answer any questions, review the customers' first bill and ensure they know how to reach Verizon round-the-clock for any future needs.
Additionally, ongoing training is available at select area Verizon Plus stores, where customers can come in with equipment or system questions and get hands-on demonstrations and answers to their questions.
The Service Commitment is part of a program to assure that Verizon customers have the best experience. For example, Verizon has simplified its bill format to more clearly present each element of bundled FiOS services, taxes, fees and additional charges for video on demand and set-top boxes, among others. The company has also established 1-800-VERIZON (1-800-837-4966) as a single point of contact for all communications regarding Verizon FiOS TV, Internet and other services.
Other highlights of the Verizon Service Commitment are:
- Premium FiOS installation with appointments to fit the customer's schedule.
- Connection of up to three TVs and one personal computer or laptop, plus a wireless router.
- Setup and in-home training on how to use the new FiOS services.
The proactive call program has thus far been well-received by customers, who are pleased with Verizon's efforts to make personal contact and satisfy any questions or outstanding issues they may have. Verizon employees make three separate attempts to reach the customer; if no contact is made after the third call, a callback message is left.
"Results thus far confirm for us that the proactive calling is greatly improving our communications and our customer service experience," said O'Rourke. "As the Service Commitment is fully implemented, we anticipate customers will enjoy an even higher level of satisfaction with their FiOS experience."
Verizon Communications Inc. (NYSE, NASDAQ:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers. Verizon Wireless operates America's most reliable wireless network, serving more than 91 million customers nationwide. Verizon also provides converged communications, information and entertainment services over America's most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world. A Dow 30 company, Verizon employs a diverse workforce of approximately 222,900 and last year generated consolidated revenues of more than $107 billion. For more information, visit www.verizon.com.