jc100
join:2002-04-10
2 edits | Here's what needs to be done
1) Fix customer service. You know it shouldn't take 10 phone calls to get an issue resolved.
2) Train your people and not just stick them at a call center. I AM VERY THANKFUL the jobs are still in the U.S. Please train people accordingly so they can help fix issues and know who to talk to if they can't. See above. It takes 10 calls, multiple yellings at supervisors, to correct stuff that shouldnt be too hard.
Positives:
You got EVDO and a very expansive network. If you correct the above, you'll be one of the top carriers. Unfortuantely, bad customer support is very off putting. I have been a Spring customer since around 1999, so this is coming from dealing with this company for 9 years. Take this to heart, if the anyone from sprint\ reads this discussion. Fixing the company doesn't mean pumping money into expansion. It MEANS FIXING STAFF and SUPPORT FIRST. Then, once that is resolved, EXPAND. Building out before fixing said issues, will only exacerbate the problems you got. |
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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA
| When I called to activate my phone the rep was very friendly and knew the answer to all my questions.
I started asking about the premium service charge which wasn't specified in my online account check, it just said 1 premium service just for trying the sprint TV. I didn't subscribe to any of the premium channels. Anyways when I asked about that the call started breaking up and I got ... lost signal 
I am kind of wary that they will wait for my 30 day trial to expire without telling me the charges and then hit me with it when I am obligated under their 2 year contract.
I got the SERO plan BTW, $30.00 a month for 500 minutes with $7.00 equipment protection plan.
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There is no greater sign of a general decay of virtue in a nation, than a want of zeal in its inhabitants for the good of their country. ~ Joseph Addison |
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mindfrost82
join:2003-04-19
Cortland, IL
| reply to jc100
I completely agree about customer service, but I don't believe the problem is training...at least it wasn't back when I worked there in 2003. Training for a Sprint call center actually lasted 2 whole months before we actually started taking phone calls.
They have to make the reps enjoy their jobs and offer incentives to make them do their job correctly. |
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jc100
join:2002-04-10
| Hey All. I took the initiative personally wrote Mr. Gertzen, the editor of the article. He is a very nice guy. I explained to him my issues. He told me he will be doing a follow up story to this one in a little while. I hope my concerns and the ones addressed here will make it to the CEO. Sprint has a lot of potential. It just needs to be properly directed and harnessed so that it can entice customers rather than scare them off. |
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