Customer-First Service Makes Internet Installation a Breeze
STAMFORD, Conn., Nov 30, 2010 (BUSINESS WIRE) —
Frontier Communications (NYSE:FTR, news, filings) takes a unique approach to customers who order High-Speed Internet service. Unlike many competitors that ship customers a self-install kit crammed with user guides, Frontier keeps it simple. New customers ordering Frontier’s High Speed Internet are offered a two-hour appointment window during which a trained installer will hook up customers’ computers, install a wireless router and offer a basic course in how to access and navigate the Internet. From the customer’s perspective the results are ideal – the company’s technicians won’t and don’t leave until the customer is surfing away. Frontier also has a full array of customer care services – its “Peace of Mind” suite – that includes Internet security, 24/7 U.S. – based technical support and online backup service.
“Anyone who has ever tried to assemble a bike on Christmas Eve knows the feeling of being overwhelmed by nuts and bolts and instructions,” said Mike O’Keefe, Senior Vice President, Operations Support for Frontier. “That feeling is the exact opposite of the experience a customer deserves. Our technicians are trained to make customer comfort a priority. We’ll do a full High-Speed installation, and by the time we leave a customer’s home or business, we hope they are online booking a vacation!”
O’Keefe added, “Frontier takes our customers’ time very seriously. We don’t want them to spend frustrating hours working on a self-install when our trained professionals can do it for them.” Doing it right the first time is good for the customer and the company. “It’s important to me that the customers we serve are satisfied. Our general managers live in the communities they serve. When they meet customers in the grocery store or at a school event, they want to hear how we can help them and their business become more efficient and effective.”
Frontier Communications Corporation (NYSE: FTR) offers voice, High-Speed Internet, satellite video, Internet television, wireless Internet data access, data security solutions, bundled offerings, specialized bundles for small businesses and home offices, and advanced business communications Access Solutions for medium and large businesses in 27 states and with approximately 14,800 employees. More information is available at www.frontier.com, www.frontier.com/ir and www.myfitv.com.
SOURCE: Frontier Communications
Frontier Communications Christy Reap, 203-614-4703 christine.reap@FTR.com