FOR IMMEDIATE RELEASE
U.S. Cellular Launches New Initiative and Trains 6,000 Associates
to Better Serve Small Business Clients
MILWAUKEE, Oct. 17, 2005 – Four out of five small businesses now use cell phones, and three-quarters of those find cell phones essential or important to their operations, according to a National Federation of Independent Business survey. But with the demands of small businesses often exceeding the traditional “nine-to-five” workday, small businesses need service on their own terms. To give small businesses the individual attention they require and to provide them with cellular solutions that are specific to their business, U.S. Cellular has created a team of experts and solutions tailored to the small business client.
“Small businesses aren’t like other customers. They shouldn’t be treated like large corporations or lumped in with traditional consumer customers,” said Sherry Davenport, director of segment marketing for U.S. Cellular. “U.S. Cellular has developed and trained a team that will provide small business owners and managers with convenient, individualized attention whether they choose to visit a store or call our toll-free number.”
U.S. Cellular began the development of its small business team by training more than 6,000 existing associates specifically to assist small business clients in both their sales and customer care needs. This team will work with owners to conduct a business-specific needs analysis and educate them about the specific services that U.S. Cellular has developed for small businesses, including versatile payment options, business calling plans, easy repair and replacement options, and business-specific data service applications through the company’s easyedgeSM service. In addition, U.S. Cellular will offer customized account set up options, including scheduled appointments for activating all employee lines and training to ensure that employees get the most out of their plans and phone features.
The company also developed a special small business toll-free number so that owners and their employees are not spending precious work hours waiting to speak with a customer service representative. Their needs will be promptly addressed by the team dedicated to them.
“Training existing employees and creating dedicated business wireless plans were only the first steps taken to create our small business expertise,” said Davenport. “U.S. Cellular also needed to ensure the cellular experience would be convenient for owners throughout the entire process, and we implemented additional services to make this happen.”
Training 500 subject matter experts to be part of the company’s small business team is just one of these additional services. The subject matter experts offer in-store analysis of and solutions to the different needs of all kinds of small businesses. By conducting a Wireless Needs Analysis, U.S. Cellular small business experts will identify the services that are right for each business. Experts will closely work with owners to analyze their needs, and then provide recommendations on the best wireless plans, services and equipment. They will then provide every small business with a written proposal outlining their recommendation.
And, because U.S. Cellular understands that the wireless decision is an important one and may take time, the company has developed a personalized set-up program allowing owners the opportunity to schedule appointments with a small business representative to activate their wireless service once a decision has been finalized. To save owners additional time, they also are able to schedule individual dates and times for each employee to pickup and activate their own cell phones.
“In our conversations with small business owners, we found that they need different decision making time tables and strategies for service, and we’ve changed the way we operate to best serve their needs,” said Davenport.
U.S. Cellular developed its small business expertise, customized service solutions and business specific plans based on bi-annual research and focus groups conducted by the company, as well as its 20 years of experience.
Small businesses will receive the same exemplary service for which U.S. Cellular is known. The company leads the industry in customer loyalty and receives the lowest percentage of customer complaints, which can be attributed to its five Customer Care Centers located throughout the U.S.
To speak with a U.S. Cellular representative about the specialized small business services offered, owners can call 1-866-USC-4BIZ (1-866-872-4249).
About U.S. Cellular
As of June 30, Chicago-based United States Cellular Corporation (AMEX: USM), the nation’s sixth-largest wireless service carrier, provided service to more than 5.2 million customers in 25 states. With 2004 service revenues of $2.64 billion, U.S. Cellular maintains one of the industry’s highest levels of customer satisfaction by emphasizing customer support, quality network coverage and a comprehensive range of wireless products and services. The company is an active corporate citizen through charitable contributions, award-winning community relations programs and associate volunteer activities. For more information, visit www.uscellular.com.
