AT&T Wireless 2006 Annual Report Download - page 15

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Customer Service
n Improved Wireless Coverage. AT&T reduced dropped calls
and blocked calls by 15 percent and 35 percent, respectively.
n A World Record for Enterprise Customer Service.
AT&T now holds the world record for customer satisfaction
with the aggregate Top 3 customer priorities (Network
Reliability, Secure Data Transfer and Network Availability)
for Global Data VPN from industry analyst firm Telemark.
n A National and Global Leader in Wholesale.
AT&T received Wholesale Carrier Excellence Awards from
ATLANTIC-ACM in the global and national divisions.
We know that we are only as
good as our customers say we are,
which is why our focus, resources
and incentive compensation
systems are tied to exceeding
our customers’ expectations.
ABOVE LEFT: An AT&T technician offers an at-home consultation and
tutorials to familiarize customers with AT&T U-verse service. We also
place follow-up calls to ensure customers’ satisfaction with their service.
AT&T is Improving Coverage and
Convenience for Wireless Customers
Our commitment to improving wireless service has paid
off with improved overall coverage and fewer dropped and
blocked calls.
A newly redesigned Web site makes buying wireless service
easier than ever. Customers can also establish a personal
online account that enables them to review and pay bills,
check voice minutes or data usage, access tutorials and
upgrade their phones.
Customer Service : :
2006 AT&T Annual Report : :
13
ABOVE RIGHT: Customers continue to give us positive feedback on
our Rollover Minutes program and our nationwide 30-day guarantee
return policy.