Sprint Mobile Broadband
Customer Service
This is the 2008 Review. Click here for the 2009 Sprint Customer Service Review.
The Facts
Just hearing Sprint customer service can strike terror into the hearts of some. For others, its warm fuzzy feelings. What's funny is that when companies named their departments 'customer service', they never said if it was good or bad.
Here we look at Sprint customer service in a number of categories:
1. Average wait time
2. Pleasantness of the representative
3. Problem resolution
Most companies have some amount of wait time. Calling them is not the sort of thing you want to do at a stoplight or before a board meeting. Sprint has some used to have seriously long wait times. A recent survey has shown they've made a turn around.
Unfortunately, there have been numerous accounts of rude customer service reps and contract extensions without customer consent.
Funny enough, they used to be the 'go to company'. If it wasn't always this bad, where did they go wrong?
Things went sour after the Sprint Nextel merger. Representatives were no longer rated on how many problems they resolved. Instead, they were rated on how short their calls were and number of contract extensions.
It's no wonder that they have the lowest retention among the major providers. Thankfully, The future looks like it could be bright.
Dan Hesse, Sprint's new CEO, says "We are shifting investment from customer acquisition to retention".
According to Hesse "First call resolution and average speed of answer are measured. That's improving right now".
Is it? Find out what my experiences were here...
