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’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]