Jim Berkowitz of CRM Mastery E-Journal expresses his opinion about the way Sprint/Nextel handles their finances:
"Maybe Sprint/Nextel should spend less time, money and effort on technology to figure out whether their customers are really upset or not and use this money to hire people that understand the importance of treating customers the way they would want to be treated."
It's interesting to me why some companies will spend so much on advertising, when they could use that money to give their customer service reps higher wages, which in turn could improve their performance. Don't you think that people will be happier and more productive when they're being paid what they're worth? How many times have you said to yourself, "I don't get paid enough to deal with this ____"?
I know that advertising is money well spent...sometimes... However, imagine if your reps provided such outstanding service that everybody raved about your company. You wouldn't need to spend so much on advertising because your customers would do the advertising for you, right?
Well, it's taken me ten or so years to get my spending in order, so I can somewhat understand why many big companies are slow to "get it together" when it comes to spending their money wisely.
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