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CUSTOMER RELATIONSHIPS ARE THE HEART OF OUR BUSINESS One of the fundamental reasons ALLTEL has been successful is that we base our business on the customer access relationship then focus our operations on the needs of individual customers.

[EACH DAY] Our organization combines traditional wireline and wireless divisions to converge on the customer relationship. We seek to understand their needs and to provide prompt and accurate care. In addition, we constantly search for new ways to earn and retain their loyalty. [IN 2002] Broader service training within our call centers and throughout our sales organization made it easier than ever for customers to speak with someone empowered to help solve their problems. As part of these initiatives, we conducted performance evaluations of our customer service representatives that included reviews of the way they resolved customers' questions and concerns, their ability to handle calls without transferring customers, and their availability to answer calls. This streamlined process prompted many ALLTEL customers to write us with comments like this one, received from a customer about a Phoenix-based service representative: "She was genuinely concerned with the correctness of our account and our knowledge of what services we have and how they work."

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