[Nfbmo] Verizon Wireless Opens the National Accessibility CustomerService Center

NJ Lynn freespirit at accessibleworld.org
Tue Oct 21 14:49:01 UTC 2014

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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