Past Issues:

Citynet Customer Newsletter: The Top 10 Reasons You Need CityVault by Citynet for Your Servers
Summary: Why Your Servers Need CityVault; 2009 Core Value Award Winners
Date: 06/01/2009

Citynet Customer Newsletter: Citynet CEO Jim Martin Wins SBA Award
Summary: Citynet CEO Jim Martin Wins SBA Award; Meet the Newest Member of the Citynet Team; Recession Proof Your IT Spending
Date: 05/01/2009

Citynet Customer Newsletter: Learn How to Thrive in this Economy!
Summary: Coming Up Next Week: Learn How to Thrive in this Economy!; What Computer Viruses Teach Us; Easily Back-Up ALL of Your Important Data; Citynet VP Craig Behr Receives Special Recognition
Date: 04/01/2009

Citynet Customer Newsletter: Be Prepared for Spring Storms
Summary: Be Prepared for Spring Storms; Top 10 Reasons to Backup Your Data with CityVault; CityVault Customer Testimonial
Date: 03/01/2009

Citynet Customer Newsletter: WV Customers New Dial-Up Account Procedures
Summary: How to Modify Your Citynet Dial-Up Account for 10-Digit Dialing
Date: 02/01/2009

Citynet Customer Newsletter: Happy New Year!
Summary: Happy New Year!; Make 2009 the Year to Conquer SPAM; Anti-Spam Email Tips; Be On the Alert for New Phishing Schemes; Citynet's Ben Randolph Promoted to Vice-President
Date: 01/01/2009

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2008: December 2008   |  November 2008   |  October 2008   |  September 2008   |  August 2008   |  July 2008   |  June 2008
May 2008   |  April 2008   |  March 2008   |  February 2008   |  January 2008

2007: December 2007   |  November 2007   |  October 2007   |  September 2007   |  August 2007   |  July 2007   |  June 2007
May 2007   |  April 2007   |  March 2007   |  February 2007   |  January 2007

2006: December 2006   |  November 2006   |  October 2006   |  September 2006   |  August 2006   |  July 2006   |  June 2006
May 2006   |  April 2006   |  March 2006   |  February 2006   |  January 2006

Older: December 2005   |  November 2005   |  October 2005   |  September 2005   |  August 2005   |  January 2003
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April 2002   |  March 2002   |  February 2002   |  January 2002   |  December 2001   |  November 2001   |  October 2001
September 2001   |  August 2001

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May 2007

Inside this issue: Sales Contest – Good for customers, too!, Digital Phone – Business Service, New Digital Phone products, Customer Care Center – Quality Assurance training What our customers are saying Our Finest Asset

Spring Training:

Many baseball and college sports fans are familiar with the term "spring training". This gives baseball teams a chance to try out new players, sharpen skills, review policies and procedures, and create effective game plans for the future. Citynet understands this as well. Our Retail Division has begun our new Spring Training Program which, like the sports teams, helps sharpen the skills of our sales professionals. Aspects of our new sales program include some nice discounts for business customers. To learn more about our new program, contact your Citynet sales professional or call us on our sales support line at 800.903.8906

Digital Phone – Business Service:

Citynet has been experiencing a wonderful upturn in our business Digital Phone Service. Citynet and The City of Philippi have been working together recently to provide Philippi’s city owned cable TV system and their customers with state-of-the-art telephone service. "This is an exciting program for Citynet and Philippi’s cable customers. This new program has been made possible because The City of Philippi has just completed a fiber to the home upgrade on their system. This allows wider bandwidth for increased services to customers, including telephone services." said Ben Randolph, Director – Digital Phone.

Citynet is also working with a number of other cable TV providers throughout our service territory to provide next generation services. For more information on our Digital Phone Service visit our website at http://www.citynet.net/enterpriseproducts.cfm

Whether you are interested in business or residential Digital Phone Service, keep one very important thing in mind: Citynet is a real telephone company and because of that, we can provide all our customers with quick and positive telephone number portability. This means that you can bring your current telephone number with you to Citynet! Many other VoIP providers and most cable TV providers cannot provide this service. Want a new number? No problem there either, you can pick your own via our online sign up service at http://www.citynet.net/digitalphone.cfm

New Digital Phone products:

While we are on the topic of our Digital Phone Service, customers will be happy to know that Citynet is introducing some new digital phone products to make to make their experience with our Digital Phone Service even better than ever.

The new products are:

• SPA2102 - Like our current PAP2 digital phone service adapter, the SPA2102 has a built in Ethernet Switch. This is an important upgrade for broadband cable customers that do not have enough ports coming from their cable box to operate both their computer and their new digital phone service from Citynet.
• WRTP54G - It is a Wireless Router (802.11g) with two digital phone ports built in. This is wonderful for customers wishing to create a wireless network in their home or small business. This does it all!
• Linksys IP phones: Linksys 941 and Linksys 942

These new phones do require a Citynet Digital Phone account. These new digital phones are designed for customers who are telecommuters or those working from their home office. These are true digital phones and do not require a PAP2 adapter.

Complete information and pricing is available by calling our Customer Care Call Center at 800.881.2638.

Customer Care Center – Quality Assurance:

Citynet’s customer call center technicians are beginning a new Quality Assurance Program to further their education on the importance of providing Best in Class customer service. "This program is to educate and heighten the understanding of our associates as we continue to move toward our goal of providing the best customer service in our industry. Many companies in today’s business world have lost sight of what it takes to give customers the service that they expect. We try to do that by answering our calls within 3 rings, not transferring customers to other departments, and by paying attention to the details of customer service." said Frank Boscarillo, COO – Citynet Retail Division.

What our customers have to say:

As we move to be "Best in Class" in customer service, it is very important to pay attention to our customers. "While we realize that we certainly are not perfect, we do try to meet our customer’s expectations on providing one stop service. Our Customer Care Center associates are highly trained specialists ensuring our customers that they will not be put into 'hold on forever while I find someone to get the answer from' status", Oscar Rivera, call center manager said. A recent email letter to Jim Martin, Citynet CEO/President helps point out the importance of such training. Here’s an excerpt from the actual customer letter:

"Mr. Martin,

My name is David M [*]. I recently signed up for the VOIP service from your company and I have a few comments about the system and support specifically. I am employed [company name deleted] as a senior Computer Systems Analyst so I am involved daily with customer support and I have to say that everyone I have dealt with in your support system has been as professional, friendly and helpful as possible. Being a new user I have an abundance of questions, some of which may seem a little off the wall, but I have never heard even a trace of "why would anyone want to do that" in a support persons voice. In addition to that I have only rarely been put on hold and have never been told that support will have to call me back later. I have never had a problem go past the first call without some resolution…

I was also impressed when after a couple of weeks I received a call from Citynet asking if I had any question or problems they could help with. I figured that I was a new customer and they were doing a post signup check and that would be that, but about two weeks later I received a call again just making sure everything was OK…

In short, I love the product, people and service that you are providing and will let my friends and family know of your service.

Respectfully
David M

[* last name withheld due to customer confidentiality]

Thanks David for your letter and permission to use it in our newsletter. Our folks really do try to provide the answers to customers concerns on the first call. It should be pointed out that David went on in his letter by providing a couple of suggestion on how Citynet can improve our customer education on number portability. You may have recognized the information on number portability in the Digital Phone article. Thanks, again, David.

Our Finest Asset – Our People:

Due to the high volume of customer request for more information on our wonderful Citynet team, this month we are featuring one from our Retail Sales organization, and one from our Sales support department.

Carlene White, Account Executive, Citynet Retail Division
Carlene joined Citynet after a lengthy career in the telecommunications industry. Carlene was Senior Account Development Specialist with First Communications. Prior to that, she was Senior Applications Engineer at ATX Communications. Her career also found her at Quest Communications as Senior Account Executive. Carlene holds several Cisco and other industry certifications. At Citynet, Carlene is responsible for developing sales, maintaining accounts, and customer service for new business customers. She is based in Columbus, OH. carlene.white@citynet.net

Jonathan Ayoob, Digital Phone Specialist
Jonathan joined Citynet’s team in July of 2001, after completion of his Associate degree in Computer Information Management. Starting out on the Customer Support team, Jonathan received a strong background in the company and its functions. Realizing his interests outside of the technical support realm, Jonathan joined the Retail Sales Support Team. After only a year, Jonathan stepped up to fill the role of Manager for the department. Jonathan has also received his certifications for Master Certified Internet Webmaster (MCIWD) and Master Certified Internet Webmaster – Certified Instructor (MCIWD CI).

In April of 2007 Jonathan was promoted to the Digital Phone Sales team as the Digital Phone Specialist. In this role the Digital Phone Specialist will work with retail sales representatives and management throughout the sales cycle assisting in the design, configuration, and support for digital phone accounts. He is based in Bridgeport, WV. jonathan.ayoob@citynet.net



Comments are always welcomed: editor@citynet.net