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TCI PITTSBURGH SYSTEM ADDS PHONE ENHANCEMENT TO IMPROVE CUSTOMER SERVICE

TCI PITTSBURGH SYSTEM ADDS PHONE ENHANCEMENT TO IMPROVE CUSTOMER SERVICE
 PITTSBURGH, Nov. 10 /PRNewswire/ -- TCI of Pennsylvania, Inc., announced today that it has implemented a telephone system enhancement in its City of Pittsburgh cable television system that will automate certain informational calls and free phone representatives to spend more time with customers and resolve problems more promptly.
 The enhancement, known as an Audio Response Unit (ARU), enables customers with touch-tone phones to access certain information about their accounts and the cable system at the touch of a button. Without having to speak to a customer service representative, customers now can touch a button on their phones (and insert their phone numbers for certain information) to receive:
 -- Account balances and last payment dates;
 -- Confirmation of scheduled appointments;
 -- Programming information;
 -- Directions to TCI of Pennsylvania's Pittsburgh office; and
 -- A listing of hours of operation.
 This information is available to customers on a 24-hour-a-day basis.
 In addition, the ARU allows installers and technicians to reprogram malfunctioning computer-controlled converters from the field, meaning that service can be restored immediately. Until now, converter reprogramming could be accomplished only from the office, sometimes leading to delays in service restoration.
 Shawn M. McGorry, general manager of the Pittsburgh system, said the ARU will improve customer service in several important ways.
 "First," he said, "customers seeking information in many categories can access it immediately, eliminating any waiting period in most cases. At the same time, automating these functions will enable our customer service representatives to answer other calls more promptly, and to spend more time on repair calls, service orders or changes, and other customer problems."
 The addition of the ARU is part of the company's "Customer 1st Program," which over the past three years has included such initiatives as staff training updates, around-the-clock phone answering, callbacks to verify satisfactory service, and a 30-day trial period for all services.
 "Through the program, we reduced our average phone response time to 30 seconds or less, and we have sustained that performance for the past 15 months," McGorry said. "The National Cable Television Association recognized this accomplishment by awarding us its Seal of Good Customer Service. Our new ARU will enable us to improve our customer service still further."
 The City of Pittsburgh system serves more than 103,000 customers.
 -0- 11/10/92
 /CONTACT: Evan Pattak of TCI of Pennsylvania, 412-771-8700, ext. 1440/ CO: TCI of Pennsylvania, Inc. ST: Pennsylvania IN: TLS SU: PDT


CD-JG -- PG007 -- 9259 11/10/92 11:53 EST
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Date:Nov 10, 1992
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