One of my major lessons in talking about Word of Mouth Marketing is to create happy clients (Brand Evangelist) I am not sure if Sprint got the memo. In this article you will read about Sprint cutting of some of there clients due to excessive customer service calls. I would assume the reason they are calling is to have a problem solved and it has not been solved so...they have to call back. Here is a part of the letter they sent to there clients.
"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information, While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs."
They are throwing away clients they worked so hard and spent so much money trying to get and why...because they call to much? I think a better way to solve the issue would have been a letter asking if a senior level manager at Sprint could call them and talk to them about there issues and lets see if we can resolve the issues. Win for Sprint as they look like they are taking a huge step in fixing there client service and showing the really care. And Win for the client as the problem will be solved by someone who can make the decision. And instead of the client being cut of and spreading negitive Word of Mouth to all of the people they know...positive Word of Mouth would be spread to all the people they know! A Win..Win
I hope sprint learns from this and takes a hard look at the client services and what negative Word of Mouth can do to the bottom line.
1 comment:
Robert - Do not even get me started on Sprint. Perhaps this is why they were voted #1 in worst customer service.
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