AirTouch Cellular Launches Customer Service Promise; Six Points Will Help Customers Live Life On Their Terms
Business Wire - March 25, 1999 11:56
SAN FRANCISCO--(BUSINESS WIRE)--March 25, 1999--The cellular customer truly
comes first -- at least at AirTouch Cellular, a U.S. arm of AirTouch Communications
(NYSE:ATI), the world's largest wireless company. On March 29, the company will launch a
unique commitment to deliver unparalleled service to its customers. The six-point AirTouch
Promise focuses on helping customers achieve better balance in their lives.
"This promise reflects AirTouch's proven commitment to putting customers first," said Arun
Sarin, president of AirTouch. "Communication is about more than just price plans and
technology. What differentiates AirTouch from our competition is our exceptional level of
customer service. The AirTouch Promise will build on that record by delivering a strong
brand message that will make us stand out in the crowded, confused cellular marketplace."
The AirTouch Promise will be introduced across all AirTouch Cellular service areas through a
17-state marketing campaign including radio, TV and print media, as well as direct customer
communications.
AirTouch Promise
Wireless service is all about giving customers a powerful tool to better manage their busy
lives, empowering them to be more productive at work while finding more time to enjoy
themselves off the job. The AirTouch Promise will help customers enjoy the full potential of
wireless by offering them more flexibility, convenience and assurance of great care.
The six points are:
-- We promise to call and welcome you to AirTouch service.
-- We promise live customer service 24 hours a day, seven days a
week.
-- We promise to take your problem off your hands the first time you
call 1-800-AIRTOUCH.
-- We promise you free customer service anywhere in the U.S. through
1-800-AIRTOUCH.
-- We promise you can change to any qualifying plan at any time.
-- We promise to provide a credit for the interruption if your call
is dropped.
While packaging and communicating the AirTouch Promise is a new initiative for the
company, delivering outstanding service is not. Since its infancy, AirTouch has focused on
developing ways to provide the highest standards of service to customers. "Our consistent
ability to attend to customer needs gave us confidence to make this comprehensive promise,"
Sarin explained.
Sarin added that the company's commitment to the Promise extends from the top down.
Cellular employees will be compensated in part on how well they deliver on the Promise.
Kevin Dougherty, a seven-year AirTouch customer in Sacramento, affirms the value of the
company's Promise. "As a consumer with many choices, this service promise tells me
AirTouch has a true commitment to its customers -- a commitment that it's willing to be held
accountable for," he said.
AirTouch Communications is the largest wireless company in the world based on the more
than 40 million customers served by its global ventures. AirTouch has more than 17 million
customers based on its ownership share in cellular, paging, and personal communications
services in the United States, Belgium, Egypt, Germany, India, Italy, Japan, Poland, Portugal,
Romania, South Korea, Spain, and Sweden, as well as the Globalstar satellite system. On
January 15, 1999, AirTouch and Vodafone Group Plc announced a definitive agreement to
merge. If consummated, the transaction would result in the creation of a global wireless
company with more than 27 million customers in 23 countries. The transaction is targeted to
close in the second half of 1999.
For a fax copy of this or other AirTouch press releases, please call 800/344-7531 or visit the
AirTouch web site at www.airtouch.com.
CONTACT: AirTouch Communications
Kathy Reinhart, 415/658-2042
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