Tuesday, July 8, 2008

Sprint CEO reads daily summary of customer complaints!

Source:
http://www.iht.com/articles/2008/07/08/business/sprint.php


"..Hesse's first order of business was to make sure customers knew that someone was listening. Hesse, who once ran AT&T's wireless unit, ordered new commercials - starring himself.

"We needed to put a face on the company, let customers know someone was accountable," Hesse said, adding that he reads daily summaries of those complaints. "I'm too busy to read every one," he said, although notable messages make it to his desk."

"Sprint has hired enough people to answer 80 percent of the calls in 30 seconds. And Johnson wants to encourage more helpfulness with every call."


I have been with Sprint since 2000 and my personal experience with their customer service has been positive. And Sprint has consistently offered the best voice/data pricing plans among the leading mobile carriers which is important to me!


You can read about my recent Sprint customer service experience here (it was very positive even though the call wait time was about 15 minutes. But then again, it was Sunday night):
http://instinctbookmarks.blogspot.com/2008/07/solution-for-sprint-instinct-browser.html

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