Sprint’s plan to make a comeback - Better customer service
By Will Park on Tuesday, July 8th, 2008 at 4:57 PM PST In Financial, Sprint
Sprint’s troubles as a national wireless carrier are so deep that we can’t imagine how they’ll manage to put themselves back in the running as a serious competitor. Short of re-defining the company as a data-centric wireless provider with the nation’s first 4G wireless network (WiMAX), it’s going to be no small feat to turn around the company’s wireless-voice business.
The man stepping up to the plate is Dan Hesse, Sprint (NYSE: S)’s CEO as of last December. He’s taken over the reigns from Gary Forsee’s previous mismanaging hands, and improved customer service is at the top of the list for Sprint’s fixes.
In response to a corporate structure where no one was held accountable for customer service quality, Hesse has appointed every department head as being responsible for their customer service performance. And, a new chief service officer, Bob Johnson, has been named to handle all the customer service-related business.
Combined with an increased customer call-center staff and unlimited calling plan offerings, Sprint’s turnaround to success looks a bit more probable. Of course, a huge part of their future success depends on WiMAX, so let’s hope Sprint can launch the service soon.
[Via: NYT]
This is excellent news! I’ve had way to many complaints about customers being sick of Sprint due to their customer care. Even I as a customer have been hung up on several times, lol. It’s about time they start doing something about some of these reps (I had had some good ones in the past believe it or not)
Great Job Sprint!
Sprint overcharged my small (US) company for over $50,000.00. We caught them doing it and now they refuse to refund the over-payments. You can read the full story at http://www.sprint-really-sucks.com
I also wrote an open letter to Dan Hesse the Chairman and CEO of Sprint Nextel. It is a good read so please consider reading the letter.
http://www.sprint-really-sucks.com/open-letter-dan-hesse.aspx
Better customer service isn’t going to help the fact that their coverage sucks, their phones are behind the times and they don’t do much at all for customers who have been with them for years. My contract’s up in August and I’ll be leaving. I live 5 minutes from a sprint store and can’t get a good signal anywhere in my neighborhood!
I guess it is still to soon to see any results from the new initiative. Dealing with Sprint’s customer service is still a painful, frustrating and demeaning experience as of today.
Sometimes what it really is going to take is a total demise of the company and restructuring. There is a culture of lazy brainless contemptuous arrogance that permeates the whole of Sprints Customer Service Department. Those folks need to be put to pasture. They really need a new start.
Customers are still only left with complaints to the FCC and State’s Attorneys General as their only recourse. It is a pathetic state of affairs.