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Why do people always puts sprints CS down????because i have att and sprint and sprint CS 100% better than att CS
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For every customer that has had a bad experience with ANYTHING, the same people will explain their bad experience to several others. They make sure it's known to their peers. For those that have been satisfied with their experience, most don't share. The good experience is something a customer should expect, so it's not shared to many.
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thus the problem with customer satisfaction surveys...the only people that take the time to complete them are those who didn't get their way and they use it to vent or complain, and those who got the phone they wanted for free and a credit on their account.
we need to explain to our customers that we value their opinion and stress to them that even if they had a good experience with the channel of sprint that served them, we still need their help in spreading the word and changing the culture that surrounds sprint and its customers...
we need to explain to our customers that we value their opinion and stress to them that even if they had a good experience with the channel of sprint that served them, we still need their help in spreading the word and changing the culture that surrounds sprint and its customers...
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the only people that take the time to complete them are those who didn't get their way and they use it to vent or complain, and those who got the phone they wanted for free and a credit on their account.
I disagree. Most of the CSAT's I see from my store are 5's. Now, I think that more of the time when there are comments on the survey, those are negative more of the time, but it's not as polarizing as you've mentioned.
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that is great that ya'll get mostly fives 😁
maybe you can share some best practice...
are you a sales only or service and repair store?
in the 8 months i have worked for sprint, 6 of them my csat was 100 percent...
like i posted on another thread, its not my surveys i am worried about, it is the others in my store.
maybe you can share some best practice...
are you a sales only or service and repair store?
in the 8 months i have worked for sprint, 6 of them my csat was 100 percent...
like i posted on another thread, its not my surveys i am worried about, it is the others in my store.
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I'm a tech at a repair store. Our c-sat has been steadily increasing over the last few months (except march, for some reason only had about 10 surveys and they're 4 bad ones).
This month we're above 85% AND have the most surveys in my area. I love reading the verbatims on the repair ones. Only have 2 this month. One guy was mad because we wouldn't do a 30 day exchange for a different model on the phone he had purchased, and subsequently shattered the screen a week later. We did offer an esrp exchange for the same model at no charge (no esrp) for a new phone instore instead of a recon from the warehouse. He still didn't see how many rules we were bending for him.
The other was a liquid damaged phone and in the verbatim the cus...
(continues)
This month we're above 85% AND have the most surveys in my area. I love reading the verbatims on the repair ones. Only have 2 this month. One guy was mad because we wouldn't do a 30 day exchange for a different model on the phone he had purchased, and subsequently shattered the screen a week later. We did offer an esrp exchange for the same model at no charge (no esrp) for a new phone instore instead of a recon from the warehouse. He still didn't see how many rules we were bending for him.
The other was a liquid damaged phone and in the verbatim the cus...
(continues)
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