Sprint's Wake-Up Call
Special Report February 21, 2008, 5:00PM EST
Sprint's Wake-Up Call
Reversing a miserable service reputation after the Nextel merger will be key to the company's turnaround
by Spencer E. Ante
When Daniel R. Hesse was named chief executive of Sprint Nextel in December, he figured that customer service was going to be one of his biggest challenges, given how poorly the wireless service provider had performed on that count in recent years. He quickly found out precisely how big. The lanky 54-year-old walked into his first operations meeting at Sprint headquarters in Overland Park, Kan., and found that customer service wasn't on the agenda at all. He changed course right away. Customer service is now the first item discussed at every one o...
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Sprint's Wake-Up Call
Reversing a miserable service reputation after the Nextel merger will be key to the company's turnaround
by Spencer E. Ante
When Daniel R. Hesse was named chief executive of Sprint Nextel in December, he figured that customer service was going to be one of his biggest challenges, given how poorly the wireless service provider had performed on that count in recent years. He quickly found out precisely how big. The lanky 54-year-old walked into his first operations meeting at Sprint headquarters in Overland Park, Kan., and found that customer service wasn't on the agenda at all. He changed course right away. Customer service is now the first item discussed at every one o...
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`LIKE NOAH'S ARK'
Other employees say they felt similar pressure. Gayle R. Romero, who worked in Sprint Nextel call centers for six years, says that at one team meeting after the merger, a manager said, "if you don't think you can handle this, I hear McDonald's is hiring." Says Romero: "Everyone was scared."
Customer service issues began to surface later that year. In January, 2006, Sprint unveiled plans to merge the two billing and customer care systems from the combined companies. But employees say there was little evidence of any progress in the following months. Service reps had to toggle back and forth between systems, and at times couldn't get access to billing or technical information for customers. "It was like Noah's Ark," says...
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Other employees say they felt similar pressure. Gayle R. Romero, who worked in Sprint Nextel call centers for six years, says that at one team meeting after the merger, a manager said, "if you don't think you can handle this, I hear McDonald's is hiring." Says Romero: "Everyone was scared."
Customer service issues began to surface later that year. In January, 2006, Sprint unveiled plans to merge the two billing and customer care systems from the combined companies. But employees say there was little evidence of any progress in the following months. Service reps had to toggle back and forth between systems, and at times couldn't get access to billing or technical information for customers. "It was like Noah's Ark," says...
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WhoDey said:
POST THE FREAKING TEXT, MOST PEOPLE ARE FIREWALLED.
sry for living, most ppl meaning you!
😁
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Not- just because you pilled on does not make it so, nice try tho 😁 now stop scamming customers and get back in your kiosk and get work! 😲 😛 🤣
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Your infatuation with a cell phone provider is mind boggling to say the least. Unbelievable.
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What are you talking about, are you trying to get a rise out of me?..sounds that way. You gotta wake up early in the morning to get one by me.
Anyways to humor you cause I am bored, I have Sprint service and think they're the best provider!!!, I love Sprint and there ain't no shame in my game homie...but i guess you're just on this site cuz you hate cell phone tech. peace!
Anyways to humor you cause I am bored, I have Sprint service and think they're the best provider!!!, I love Sprint and there ain't no shame in my game homie...but i guess you're just on this site cuz you hate cell phone tech. peace!
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No, I was not trying to get a rise out of you. I was just stating the fact that you are almost obsessive compulsive when it comes to Sprint.
Sounds like you are trying to convince yourself that you made the right decision in choosing Sprint.
I enjoy my service provider,own stock in wireless and work in wireless but I would never put that much faith in any company whose top interest is taking your money.
To each their own. I'm glad Sprint works for you.
Sounds like you are trying to convince yourself that you made the right decision in choosing Sprint.
I enjoy my service provider,own stock in wireless and work in wireless but I would never put that much faith in any company whose top interest is taking your money.
To each their own. I'm glad Sprint works for you.
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I Love cell phones and hyper by nature... I am obsessive compulsive about going to the gym too, and other things....as far your needing to convince myself theory...I've been with Sprint for EIGHT years! but Thanks 😉
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It's not any better on the front line. ALL that our managers care about is handle time. Issue resolution is secondary. Its more important now than it was but I know my center would much rather have a 6.00 minute handle time than 100% issue resolution. There needs to be a fundamental shift and realize that Customer Care is the first (and most of the time) only contact that the customer with have with the company. It's not just about issue resolution or handle time, its actually about finding the medium because I know that I was pre merger Nextel and we were allowed to bend over backwards to help customers. Now... not so much.
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