QUESTIONS
Right off the top I will say I am a Technical Support rep with VZW and I am not here to bad mouth Sprint; I am just curious on a couple of things.
1) If Sprint is so great and their service, coverage area, and prices are great why are you guys losing customers?
2) If VZW is so expensive and we are the evil "red machine" why do we have the most add ons and the best churn rate in the industry?
3) What was the reasoning for Sprint to cancel customers' accounts for calling into Cusotmer Service too much? How was it taking those calls?
1) If Sprint is so great and their service, coverage area, and prices are great why are you guys losing customers?
2) If VZW is so expensive and we are the evil "red machine" why do we have the most add ons and the best churn rate in the industry?
3) What was the reasoning for Sprint to cancel customers' accounts for calling into Cusotmer Service too much? How was it taking those calls?
...
If you have read we have stopped the customers from leaving.
Someone on this forum said that we could have lost a lot of customers to the iPhone, Nextel merger. Our second Quarter results showed we improved on our churn.
I have no idea why VZW has so many addons you tell us. I would suspect the advertising. People buy into the whole "It's the network" That is a damn catchy.
The reason we can'd some accounts is because the same people kept calling in for credits on their bill. Those customers were calling in like 30+ hours a month into care.
Someone on this forum said that we could have lost a lot of customers to the iPhone, Nextel merger. Our second Quarter results showed we improved on our churn.
I have no idea why VZW has so many addons you tell us. I would suspect the advertising. People buy into the whole "It's the network" That is a damn catchy.
The reason we can'd some accounts is because the same people kept calling in for credits on their bill. Those customers were calling in like 30+ hours a month into care.
...
1) if your just curious about a couple of things why are you such a douche bag about bringing it up?
2) The big red machine gives a way free phones so they customer can pay $20-$30 extra a month to a price plan where as sprint would rather have a customer pay a little something on a phone so they can keep the difference of keeping a low rate plan.
3.) you'd cancel a customers account if they were told the correct procedurally sufficient answer and notes indicated that they understood that but THEY STILL call back to get credit. here's how a conversation goes that causes that...
customer: I want you to waive the overages.
rep: Sorry i can't do that not unless your willing to go to a higher rate plan.
customer: I only want...
(continues)
2) The big red machine gives a way free phones so they customer can pay $20-$30 extra a month to a price plan where as sprint would rather have a customer pay a little something on a phone so they can keep the difference of keeping a low rate plan.
3.) you'd cancel a customers account if they were told the correct procedurally sufficient answer and notes indicated that they understood that but THEY STILL call back to get credit. here's how a conversation goes that causes that...
customer: I want you to waive the overages.
rep: Sorry i can't do that not unless your willing to go to a higher rate plan.
customer: I only want...
(continues)
...
LoL that convo is funny. i get calls like that alot. Its what we call rep. shopping when they call back after you educate the cst. that no basically means no. especially when they dnt want to make a proactive step (upping the plan) in making sure they dnt get overages anymore. $10-$20 extra per month with more mins or txt is better than a bill with 600 mins or txt in overages that couldve been avoided.
...
JOPPY said:...
Right off the top I will say I am a Technical Support rep with VZW and I am not here to bad mouth Sprint; I am just curious on a couple of things.
1) If Sprint is so great and their service, coverage area, and prices are great why are you guys losing customers?
Answer: Customer service. Sprint has the worst in wireless.
2) If VZW is so expensive and we are the evil "red machine" why do we have the most add ons and the best churn rate in the industry?
Answer: Because Verizon has been very successful in marketing their products. This is also an area where Sprint has done very poorly. The light commercials and "Sprintspeed" has obviously failed to connect with consumers.
(continues)
...
