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Our associates continue to offer the best in customer
service.
Pleasing each customer is important
to us for two reasons – satisfied customers tend
to remain our customers, and they become our sales advocates,
generating a constant stream of referrals.
That’s why we place so much emphasis on the broad
coverage and reliable wireless service that our high-quality
network offers. And it’s why we offer products and
services that are thoroughly tested before we launch them.
It’s also why our associates are dedicated to providing
the best in customer service – whether through our
customer service centers or our distribution network,
with 2,250 outlets. This includes almost 450 retail stores
and 1,800 authorized agents with associates who are totally
familiar with our products and services. This focus is
what sets us apart from our competitors and keeps our
customers with us.
This past year, we made our service even better. We converted
the third-party billing and customer-service system in
Chicago to our own platform, Customer Acquisition and
Retention System (CARES). Quickly, and with nearly flawless
execution, associates converted more than 400,000 customers
to our system. That’s good for customers, because
they’ll experience shorter activation times and
better service overall.
We also implemented our data-billing system, which is
critical to supporting easyedge(SM) and responding to
customers’ needs. In addition, we hired and trained
more than 2,600 new associates.
To spread the word about our products and services, we
marketed aggressively to high-value segments such as the
Hispanic market, small businesses and our 18-24 year-old
Gen Y market.
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