Cingular Sets New Standard in Customer Service with Cingular Service Summary
23 Mars 2004 - 7:22PM
PR Newswire (US)
Cingular Sets New Standard in Customer Service with Cingular
Service Summary Personalized Profile Simplifies New Customer
Experience ATLANTA, March 23 /PRNewswire/ -- Cingular Wireless
announced today at CTIA Wireless 2004 a major customer service
initiative designed to provide customers with a clear, personalized
summary of their service plan within minutes of signing up for
service. The Cingular Service Summary gives new customers
easy-to-understand information about their service plan, a
simulated first bill with expected charges, an example of an
ongoing bill, color-coded coverage maps specific to their calling
plan, and other details about the terms of service. The service
will begin rolling out on April 5 in company-owned stores in all
markets and will be available in exclusive agent locations later
this summer. The Cingular Service Summary represents one of several
initiatives the company is introducing throughout the year to
improve the customer experience. At the time of new service
activation, Cingular customers will receive their personalized
Cingular Service Summary. This one document provides customers with
a quick, easy-to-understand explanation of their new wireless
service, giving them the information they need to effectively and
conveniently manage their account. "When our Cingular sales
associates assist customers with finding and selecting a phone and
wireless service plan that fits their unique needs, the job is only
half done," said Ralph de la Vega, Chief Operating Officer of
Cingular Wireless. "The next step is to make sure our customers
understand the particulars about their calling plan and know how to
utilize all of their features. Our Cingular Service Summary gives
customers the information they need in asimple format customized
just for them -- so they can enjoy all the benefits of being mobile
without any of the confusion new customers sometimes face during
those first couple of months." Each Cingular Service Summary
contains customer-specific information, including: - My Info:
Contains the customer's wireless phone number; account number;
activation date; terms of service; activation charge; deposit
amount; monthly service charge; billing cycle; regular minutes;
additional minute charge; and bonus minutes (if applicable). - My
Phone: Includes cost information on the wireless phone purchased. -
Plan Details: Lists all features included or purchased in a
customer's plan, such as Rollover(TM) minutes; text messaging; call
forwarding; call waiting; caller ID; three-way calling; basic voice
mail; and detailed billing. - My Calling Area: Includes a
color-coded coverage map specific for each customer's plan and
home-calling area. - Manage My Account: Provides information for
customers on how to log on to http://www.cingular.com/ to find out
details of their calling plan, account balances and even how to
change their rate plan. Customers can also pay their bills online
and sign up for Auto-Pay. Additionally, the Cingular Service
Summary includes general information, such as costs/fees associated
with 411 calls, text messaging use and early termination;
explanations of Rollover(TM) Minutes, Caller ID, and detailed
billing; description of services such as Auto Pay; instructions for
setting up voice mail; and a "first bill estimator" so customers
will know what to expect when their actual first bill arrives. Each
Cingular Service Summary contains the contact information of
theCingular sales associate who assisted them, as well as
Cingular's toll-free customer service number (1-866-CINGULAR) and
Web address ( http://www.cingular.com/ ), so customers can receive
additional information about their account. Subscribers also
candial 611 from their Cingular phone to be connected with a
customer service representative. Customers who sign up for Cingular
service on the telephone, via http://www.cingular.com/ or through
national retail and non-exclusive agents, will have the information
mailed to them. Customers can also get a copy of the document
e-mailed to them. And beginning May 22 customers will also have the
ability to view their Cingular Service Summary on
http://www.cingular.com/ . About Cingular Wireless Cingular
Wireless, a joint venture between SBC Communications (NYSE:SBC) and
BellSouth (NYSE:BLS), serves more than 24 million voice and data
customers across the United States. A leader in mobile voice and
data communications, Cingular is the only U.S. wireless carrier to
offer Rollover(TM), the wireless plan that lets customers keep
their unused monthly minutes. Cingular has launched the world's
first commercial deployment of wireless services using Enhanced
Data rates for GSM Evolution (EDGE) technology. Cingular provides
cellular/PCS service in 43 of the top 50 markets nationwide, and
provides corporate e-mail and other advanced data services through
its GPRS, EDGE and Mobitex packet data networks. Details of the
company are available at http://www.cingular.com/ . DATASOURCE:
Cingular Wireless CONTACT: Clay Owen, +1-404-236-6153, or , or
Jennifer Bowcock, +1-404-236-6319, or , both of Cingular Wireless;
or Shannon McCloskey of GCI Group, +1-404-870-3769, or , for
Cingular Wireless Web site: http://www.cingular.com/
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