Sprint Fixes The Obvious. Brilliant.

What do you do if you have a bad reputation for service? How do you fix it? Sprint (the phone company) had YOUR problem. They used to have one of the very worst service reputations…and now they have one of the best. What did they do? It’s simple. They fixed the complaints the complaints customers used to call about. They STOPPED doing what made people mad. The economics of it are astounding. Sprint has been able to close 29 of its call centers and still answer calls faster. Last quarter, Sprint had the fewest complaints and bill credits in its history. Sprint also had more people signing up than leaving for the past 8 quarters. Again – find out what’s causing your customers to complain…and fix it. If your customers never have a reason to call customer service, your customers will talk about it to their friends…and you grow your company. Have a comment? Leave it. This is Ross Shafer for the RR.

Filed in: Relevant Report