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Andrew
Buchert, General Manager, Sales and Service–Verona, Wis.,
TDS Telecom (left) |
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Technologies
can be replicated, but customer experience cannot.
All customers have a choice. We want them to choose our
services with confidence. We focus on delivering great
service, on improving it and, more importantly, on maintaining
our reputation for great service. We’re doing well—TDS
Telecom continually outperforms national telecommunications
companies in third-party customer surveys as well as our
own customer-satisfaction surveys.
We also ask our customers
what they expect from a phone company. They tell us reliable,
high-quality telephone service, followed by value for
price, smart and helpful employees, local repair response
and new technologies, in that order. We understand that
exceptional service quality and customer care are our
sustainable competitive advantages, and we work every
day to deliver on them…At Every Point of Contact™.
In today’s market,
the wireline segment of the industry competes with wireless
and other technologies in growing numbers. TDS Telecom
encourages smart consumer choices. Our landline network
reliability is top-notch, but until customers have a bad
experience with the alternative technologies, they may
not fully appreciate landline’s dependability. So
we work to defend our product and fully demonstrate its
favorable attributes.
Momentum drives continual
improvements. Our Virtual Business Office
(VBO) continues to gain strength. Using computer telephony
integration to cluster local offices into regions, the
VBO enables us to keep employees in local community offices
close to our customers and still offer the efficiencies
of a highly professional, full-time call center. We continue
to maintain a local presence in the communities we serve,
providing customer service, sales and repair.
E-commerce
allowed us to open a new distribution source for our customers
who choose to do business online. We’ve continued
to expand our e-commerce capabilities over the past five
years for our residential and business customers with
our robust web site. Transactions through tdstelecom.com
increased 71 percent in 2003, resulting in more than 5,500
sales. We know that customers want options for how they
interact with us. E-Pay, e-commerce and VBO enhancements
are all responses to customer demand—and to the
competitive marketplace.
Improvements in plant
record-keeping systems also help us provide faster
service today and into the future as technology progresses.
A major initiative in 2003 was to improve our service
provisioning system, and after much work, we are introducing
the improved system across all our operations nationwide.
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