Devoted to customer service and the principles of exceptional customer services

For those of you who have been reading this blog for awhile you know that I’ve been paying close attention to Starbucks and the airlines these past few months.  I’m a little tired of blogging about them, so I’m going to switch gears a little and revisit another company that has been on my radar for awhile:  Sprint (S).  

Sprint has had its share of bad experiences and bad press.  Last year the company made it into the Top 10 Customer Service Hall of Shame.  Then there was all that hoopla when Sprint decided to “fire” 1,000 customers. 

 

The power of the internet has now made it so much easier for customers to fight back.  I came across this Sprint Really Sucks website full of stories about how the company has cheated people out of thousands of dollars.  It’s depressing to say the least. 

But could it be that Sprint has finally woken up to the fact that if they don’t improve their service, they will lose millions of dollars every year? 

Michal Lev-Ram of Fortune interviewed Bob Johnson, Sprint’s “Chief Service Officer” to find out exactly what the company is doing to improve its service.  It looks like a good plan, but I don’t expect a huge turnaround for another five years or so.  I do like that the company no longer compensates their call center reps for lower call times.  Part of me is still skeptical though.