[Nfbc-info] Verizon Wireless Opens theNationalAccessibility CustomerService Center

Tue Oct 21 15:19:14 UTC 2014

Does anyone know where this call center is? Being that Verizon just closed 
their call center in Irvine, I am curious if this center is anywhere in 
California? This could be a great job opportunity for blind people as 
Verizon has hired a great many blind employees in the past several years.

Rob Kaiser, President National Federation of the Blind of California Orange 
County Chapter cell#(760)792-0525 email;
rcubfank at sbcglobal.net
-----Original Message----- 
From: Nancy Lynn via Nfbc-info
Sent: Tuesday, October 21, 2014 7:51 AM
To: ACB List ; NFBC List
Subject: [Nfbc-info] Verizon Wireless Opens theNationalAccessibility 
CustomerService Center

I got this from another list and thought you’d find it useful.

Making the difference – One Customer at a Time

Verizon Wireless Opens the National Accessibility Customer Service Center to
Address Special Needs for Customers

By Paul Macchia

The customer comes first -- but not every customer has the same needs.  Some
have special circumstances and require a tailored service which addresses
their nuance.

As part of the Verizon Credo, “We focus outward on the customer, not inward.
We make it easy for our customers to do business with us by listening,
anticipating and responding to their needs.”

On October 15, Verizon Wireless unveils the National Accessibility Customer
Service (NACS). Designed to support people with special needs and
requirements, the Charleston, South Carolina-based center will be staffed
with approximately 200 dedicated representatives to address individual
mobile needs – whether it is providing guidance on device selection,
technical support or account transactions.

The dedicated phone number for the center is 888-262-1999 and its hours are
Monday through Friday, 8:00 a.m. to 5:00 p.m. (local time zone).  Depending
on geographical location, if customers call after these hours, the call will
be handled by other Customer Service and Technical Support representatives
who are available from 6 a.m. until 11 p.m., (local) seven day a week at
800-922-0204 or by dialing *611 from a Verizon Wireless phone.

Customers can also utilize our Chat services found on VerizonWireless.com.
As we look to the future we will be including the ability to take point to
point video calls directly from our customers who need to contact us using
American Sign Language.

A general consensus by many polls and analysts suggest that approximately
19% of the American population has a disability.  One of the primary
mechanisms of communication for this demographic is by mobile devices and
apps. For wireless customers with disabilities, using devices for
communications is imperative, followed by the apps that facilitate.

The value of wireless services means a lot to customers in this demographic
as they use them for personal and business communications. They also want
the satisfaction and sense of independence of figuring out how to operate
the phone by themselves.

Some of the inquires and challenges the representatives will be able to
address include:

Finding specific applications for customers depending on their needs,
recommending devices, providing  instructions on how to use certain
features. As well as reviewing the products and services we have available
today for these customers and discussing the best pricing plans for the
customers needs.

“People want the satisfaction and sense of independence of figuring out how
to operate a phone by themselves,” said Barbara Kaplan, senior consultant,
national marketing sales operations and support, Verizon Wireless.  “Our
National Accessibility Customer Service center will be able to work
one-on-one with a diverse customer base and ensure they have everything they
need for their communications needs in their mobile lifestyle – whether it
is business or personal.”
_______________________________________________

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