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Oct18
Sprint Employee Blog Aids Customer Service
Steve Rubel calls attention to an interesting comment exchange that occurred last month on Vicki Warker's blog for Sprint (whose new blog area, "Things That Make You Go Wireless," is picking up speed as it nears its three-month birthday).  As Rubel points out, Warker was able to respond promptly (within nine and a half hours, according to the timestamps) to a customer complaint and forward the issue to the appropriate Sprint employee.

This simple example highlights the power of corporate blogging.  Vicki Warker's bizlog enables her to project a human face and dynamic voice; without it, most customers would only see her title: "Vice President of Product Management and Marketing for Sprint Business Solutions."  Which alternative would make you feel most comfortable about filing a complaint?

In future posts, I will address the benefits (and potential pitfalls) of employee blogging
à la Vicki.

You really should know Steve Rubel, by the way; he's one of the more famous business blogging experts.

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    9 Comments/Trackbacks




    Please any one who reads this I have had a sprint account for over a year nothing but hassles. Do not sign up for this comapny they have 27 million subscribers they do not care about. They just reported to fcc they are having trouble with cutomer retention I wonder why. Ihave been threatened with arrest buy the store manager I frequent for asking to many questions. I am now banned from this store. Do not buy this service unless you want incorrect bills. Look on web class action lawsuit from shareholders cause CEO ripped them off get a clue sprint???

    Thanks for visiting, herb. If you are a real person, please let us know where we can locate you - perhaps a blog address - but at any rate thanks for coming by and I hope you find the service you want.

    I am a Sprint customer service rep...yes, one of those voices you hear when you have to call in because your bill is wrong, or your phone doesn't work, or you just have a general question that you've been wondering if it's a stupid question and you've debated about calling for two days because you don't want to look dumb. Believe me, our job isn't easy at all. There is a ton of information we have to learn, and it changes daily. We have to navigate crappy systems that crash on us all the time, getting frustrated that we can't provide our customers with the service they supposedly deserve. It is a little disheartening to be categorized as one of those who "doesn't care" about customers. Because believe it or not, but a lot of us DO care, and sometimes...just sometimes, we've actually been in your shoes a time or two. I know there are reps out there that will transfer you as soon as they start to hear your story just because they don't want to have to take two minutes away from their precious crossword puzzle. And you know what? A lot of the calls I get are those kinds of calls, when another rep just transfers, sometimes without even letting the customer know! And I get to catch ten different kinds of hell for something I didn't do, and walked into blindly. So, for everyone who hates calling customer service, try to remember that we're actually people too. With our own lives, our own kids, and our own stupid cell phone problems. /end rant

    Good thoughts, Allie. You should check out CustomersAreAlways and CallCenterScript - there will be welcome words for you there.

    Sprint customer service sux cause the right hand doesnt know what the left hand is doing, nor does it care. What I mean by this is that when you have a question or problem they cannot help at all at the Sprint store. They answer to you is call customer service. You call customer service and their answer to you is they should be able to help at the Sprint store. Its not the reps fault, they are just pasting the bulk. It should be company policy to assist the customer whether at the store or on the phone. That is true customer serive. I've been a customer service rep. for over 12 years now, and all our reps are able to assist our customer in person or on the phone.

    I'm also a Sprint customer for over 3 years. My big mistake is renewing my contract with them. I had problems when I started the account, took them over a month to port my number over. I should have known then not to renew. Stupid me renew with them last month, I'm being changed for services that should be included in my service plan, but they dont seem to care. The salesperson even told us that once you are on contract with them, they can care less about you. Its when your contract is up that they will promise the whole to you, but little to do you its all a lie. Great customer service Sprint. Keep it up and you'll have no one customers, guess that's what you want.

    Sprint customer service sux cause the right hand doesnt know what the left hand is doing, nor does it care. What I mean by this is that when you have a question or problem they cannot help at all at the Sprint store. They answer to you is call customer service. You call customer service and their answer to you is they should be able to help at the Sprint store. Its not the reps fault, they are just pasting the bulk. It should be company policy to assist the customer whether at the store or on the phone. That is true customer serive. I've been a customer service rep. for over 12 years now, and all our reps are able to assist our customer in person or on the phone.

    I'm also a Sprint customer for over 3 years. My big mistake is renewing my contract with them. I had problems when I started the account, took them over a month to port my number over. I should have known then not to renew. Stupid me renew with them last month, I'm being changed for services that should be included in my service plan, but they dont seem to care. The salesperson even told us that once you are on contract with them, they can care less about you. Its when your contract is up that they will promise the whole to you, but little to do you its all a lie. Great customer service Sprint. Keep it up and you'll have no one customers, guess that's what you want.

    The Sprint website offers free upgrades via the internet and telesales. But when you call telesales, they advise you of a charge unless of course you are activating a new line of service.
    There appears to be a never ending circle when you attempt to upgrade online, unless of course, you are requesting a new line of service.

    When I requested the expiration date of my contract, I was advised that it was Feb 2008 because I began receiving a 5% discount last Feb (2006).
    I have yet to speak with a CSR whose native language is English. The communication there is abomidable.

    Finally this year, I divorced BellSouth and would so love to end my relationship with the "I dont care about customers" Sprint.

    I am extremely frusterated- I call customer service to disconnect, and they talk me in to staying with a free phone upgrade- MY MISTAKE- the phone is to be overnighted-5 dyas later, no phone-I state that I will go to the store and drive 10 miles- the store CANNOT help?? The CS rep says his hands are tied- to a supervisor- who sysys cannot help and that I cannot speak to a manager??? They will call me in 48 hours? Please think twice about paying your money to this dis-organization. The word can't was stated no less than 10 times-

    Article-
    'But Wait, You Promised ...'
    The new economy was built on a promise: The customer would finally be in charge. Why do so many customers feel betrayed?

    From: Issue 45 | March 2001 | Page 110 | By: Charles Fishman
    I am in the belly of the beast. I have risen early, traveled far, and overcome lines, rudeness, and indifference. Now, heedless of my chances of coming back without serious psychological or physical injury, I am journeying into a swamp that has become a source of boundless irritation, frustration, confusion -- even fury -- for tens of millions of Americans. I open the door and step into a customer-service call center. And not just any call center either -- one that is exclusively devoted to handling problems with cell-phones. It's cool inside and fairly well lit, for a swamp.

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    I am carrying the very tool itself: a Sprint PCS cell-phone. I love my Sprint PCS cell-phone. But God help me when I have to call Sprint PCS. I have sometimes called this very building in Fort Worth, Texas. Often, I'm not even sure that the customer-care advocate I finally speak with after I've been waiting on hold for 17 minutes even knows what a cell-phone is.

    I have come here at the beginning of a long journey -- really, a quest of the sort that was common in antiquity -- during which I will cross the continent several times and seek out both oracles and common folk. I am determined to unravel a central mystery of life in modern America: Why is customer service so terrible?

    At the Sprint PCS call center, I am soon teamed up with customer-care advocate Chad Ehrlich, a gracious 29-year-old with years of experience delivering service by phone. Chad takes a call from a businessman in Lubbock, Texas. The man is upset about his bill: It was running $60 to $100 a month. Suddenly, it has shot up to $1,600. "I'm not going to pay it!" the man declares.

    Chad is reserved. "Let me take a look at that bill," he says. Chad whirls through screens of information. "Hold on a moment for me, sir, I'm going to get a representative from the fraud department on the line." Chad puts Lubbock on hold and dials Sprint PCS's fraud department, where he reaches a familiar recorded message and is put on hold. Lubbock is on hold for customer-service rep Chad, and customer-service rep Chad is on hold for more customer service.

    A female fraud rep takes Chad's call. She can see from Lubbock's history that he's complained about this problem before. The conversation between Chad and his colleague in fraud is frisky.

    Fraud: "He thought he was cloned, but he wasn't."

    Chad: "His bills did go from almost nothing to sky-high ..."

    Fraud: "We can send him to a cloning specialist and make it 'official' if you want ... "

    Chad: "He's denying that he made or received the calls."

    The impatient woman from fraud dials the Sprint PCS cloning customer-care department and ... is put on hold.

    Do you ever wonder what's going on while you're waiting on hold for customer service? Really, you couldn't even imagine.

    Chad, Lubbock's customer-care advocate, is talking to a woman who is Chad's customer-care advocate. She has called her customer-care advocate, who is busy on another call. So now we have two customer-care advocates on hold waiting for a third customer-care advocate. Meanwhile, a fuming customer from Lubbock (who may or may not be trying to rip Sprint off for $1,600) waits. On hold.

    That, right there, is customer service in the new economy. It has become a slow, dissatisfying tangle of telephones, computers, Web sites, email, and people that wastes time at a prodigious rate, produces far more aggravation than service, and, most often, leaves you feeling impotent. What's even worse is that this situation is a kind of betrayal. It wasn't supposed to be this way. One of the promises of the new economy was that the customer would finally be in charge. We weren't supposed to need to call customer care -- but if we did, then someone would take our call quickly. (Why not? No one else would be calling.) A customer-service rep would understand our problem practically before we mentioned it, and all would be made right. Everyone believes in delighting the customer.
    Thanks Sprint- for making it as difficult as possible to spend by hard earned $ with you..

    So here is my 2 cents. I have a sprint SERO plan (sprint employee referral plan) which means i get texts email data and all that jazz for free with 500 mins a month for 30$. i had the "Up stage" which is a piece in its self. but then for the holidays i bought my self the blackberry pearl. i get my phone and its great. then i realize i cant get on my free internet. or sent pic mail on my free data plan. so i am confused. and call my friend that works in sprint and tell him my problem. he says you have to sign up for the Sprint Blackberry Data plan (30$ a month) extra. at first i was confused why my free data plan costs 30? then he says its actually run through blackberry , not sprint. i kind of get that. so a couple days later i decided to give sprint the extra 30 to get my email internet and pic mail. i call the *2 feature and talk to a rep about adding it to my plan. he says that since i have free texts that he cant add the blackberry plan (cause it includes texts) and that would double texts. i get really confused. i go online to the sero website. and act as if i was buying a NEW blackberry with a NEW number. and it MAKES you choose a blackberry plan before you can check out. i think that its funny that you cant ADD the blackberry plan AFTER you have bought the phone. but you can before?

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