Sprint soars from last to first place in customer service poll
0. phoneArena posted on 20 Oct 2008, 07:07
In a shocking move, Sprint moves from last place to first place in a customer service research study...
This is a discussion for a news. To read the whole news, click here
40. (unregistered) posted on 20 Oct 2008, 18:15 0 0
Ok let me have sure I'm understanding you this time then. You walk into a bank lets say...and one line takes less than 30 seconds to get to a teller and the other line takes 10 minutes to get to a teller. You are telling me you would pick the line that takes 20 minutes? You would not be more satisfied with your trip to the bank had you waited 30 seconds verses 10 minutes? Here is the real question...if this artical read "Verizon soars to another first place in customer service poll"...then what whould your reponce be? I'll respect you a lot more if you're honest..
47. (unregistered) posted on 20 Oct 2008, 21:12 0 0
If you honestly think speed is the be all end all of customer service then you are a retard. Your analogy can be thrown back at you that the teller servicing everyone in a speedy manner may be giving the incorrect amount of money and thus while she is fast the service is still shit.... But being a brain dead moron i guess you think speed equals customer service.
48. (unregistered) posted on 20 Oct 2008, 21:14 0 0
wow...i'm glad all of you guys are nobel peace prize winners in logic and math...and remind me again how many of you guys are sprint customers again?....
51. losers! (unregistered) posted on 20 Oct 2008, 22:37 0 0
I was just hanging out with all my hot girlfriends and I had to stop the party to respond to your lame *** geek comments. Yes, you geek! Now, you can just find out how much Sprint's customer service sucks FASTER. Wow! Hurry up and disapoint them.
57. (unregistered) posted on 21 Oct 2008, 08:10 0 0
Wow...this guy really needs to lay off the Kool-Aid. Just to let you know your left and right hands are not considered girlfriends. If you stop "parting" to reply to a post then you are LAME and should really try to get a life out side being a professinal deutsch bag!
60. (unregistered) posted on 21 Oct 2008, 10:50 0 0
@ #43. I don't care if I get someone in 30 seconds. If they can't help me properly then I get more frustrated. If I wait to long, I get more frustrated. The secret to customer service is not just in wait time. It's a delicate balance of wait time, handling of issues, empathy, and more. and as for your question of how would I react if it was VZW? Differently. And no, its not for biased reasons, its because VZW leads other key stats in customer service. Customer Satisfaction, First Call Resolution, and the (independently verified and established) most reliable network in America. Sprint has hemmorraged customers and thrown out others because they called into customer service to much. Now that those people are gone of course wait times will come down because apparently those people were so much of a bother they caused people to have to wait cause it worked. Look where they are now. They answer the phone faster than anyone else. Big deal. I've worked in customer service all my life. Managed a call center. I know wait time is important, but in the end its the service provided that seals the deal.
62. (unregistered) posted on 21 Oct 2008, 11:30 0 0
From #43...and I could not agree with you more #68. My post were geared to the others that blow it off like it means obsolutly nothing. I also work in some what of a call center enviorment for the worlds largest cell phone distributer and in every carrier contract we currently handle there are clauses that state we must keep wait times under X amount of minutes and have less than X% of abandon calls. If those are not numbers are not met then the $hit hits the fan. Customer Satisfaction and Frist Call Resolution are also huge but Cusotmer Satisfaction can be the hardest to measure for the simple fact that not everyone will agree with polices that are in place. You could give great CS but if the person on the other end does not like or agree with you do to policys you must follow then they will not be satisfied but than also does not mean bad CS was provided. Frist call is much easier as it is a simple yes or no question "Was your issue resolved during your call". Which the artical stated "Additionally, the research shows that Sprint has improved in regards to the number of times called, and how long it takes to handle a customer service call." CS has been Sprint glaring weekness for some time and it is nice to see them finally addressing the problem and seeing results.
67. (unregistered) posted on 21 Oct 2008, 18:41 0 0
Thank you. Finally I have a decent arguement with someone on a site like this that is civil and actually gets somewhere. But I'm glad you get my point as well as me getting yours. I used to be a Sprint Customer and don't care if they gave 25 days of free service a month, I ain't going back. I'm sick of always being accused of being a "fanboy" just because I lean towards VZW which has been my provider for a while now. Thank you for being mature and actually going back and forth with me instead of just throwing fanboy out, because fanboy I am not. If VZW is doing something stupid I'll say it and have said it in the past.
69. (unregistered) posted on 22 Oct 2008, 09:27 0 0
There is a huge differnce in being a "fanboy" and being a loyal educated end-user. I can tell you fall into the educated end-user side. This is the main reason I even come to sites like this is to debate any thing and every thing in the wireless world but 95% of the time it is just a bunch of arguing and nonsence that goes no where. There are so many out there that see things one way and want to bash everyone that sees things differntly. I could care less who anyones service provider is, if it works for you great...if not there are plenty of options out there. I too will be the first to call out Sprint for stupid decisions and have do so on many occations. Well it was good chatting with you and hopefully other can do the same and we can actually have civil conversations here!
3. (unregistered) posted on 20 Oct 2008, 08:46 0 0
Regardless, it is nice to see Sprint at the top of the poll.
52. SprintSucks.com (unregistered) posted on 20 Oct 2008, 22:40 0 0
Usually it is the other way around huh?, Sprint usually has the poll in your bottom! LOL LOL Ouch!.
4. cartman (unregistered) posted on 20 Oct 2008, 08:52 0 0
Sprint had done some good things for themselves lately. I'd just wish they improved coverage. I guess AT&T is getting smug.
5. (unregistered) posted on 20 Oct 2008, 08:57 0 0
My service isnt through Sprint but form what ive heard their customer service isnt that great, its good to see a positive change.
9. Kent (unregistered) posted on 20 Oct 2008, 09:13 0 0
Now if they would only get rid of the foreign call centers that mess your account up every time you call in to fix something they messed up... Lost "grandfathered in" free text messaging due to a foreign call center...
12. stuntz (unregistered) posted on 20 Oct 2008, 09:43 0 0
Alot of the time if you have problem during buisness hours you should goto a store and have them help. They hate it but its beter to talk to a acutal person. On other thoughts its good to see this Sprint Needs good plublicity to get their feet reset. Now if they could promote New phones with beter advertisment then they'd be going somewhere.
16. (unregistered) posted on 20 Oct 2008, 10:49 0 0
My advice is go to a REAL (corporate) Sprint store for account problems anyway. The third party stores seem to mess up stuff a lot and those customers have to call to get things fixed thinking that the store cannot help them. If you aren't sure if it is a REAL Sprint store you're in, ask them. They have to tell you if they are a third party store. I've been confused before because sometimes they wear the same uniforms even.
18. (unregistered) posted on 20 Oct 2008, 11:15 0 0
Actually, in my opinion, you are better off finding a good knowledgeable rep and asking for them by name. Corp or third party. I have seen just as many idiots in an actual Sprint Store than at a dealer. Find someone you like dealing with and do all of your business with them.
20. (unregistered) posted on 20 Oct 2008, 11:57 0 0
i agree if you find some one who actually knows what they are talking about and knows what they are doing they aren'y going to mess up your account. i have gone into many sprint stores and the people working them are morons and dont know what they are talking about so i found a store that did all the services in my area and they knew way more than the ones that only sold sprint. find a store that you like and do all your service through them instead of dealing with different people all the time, let them know you so they will spend more time trying to help you
23. (unregistered) posted on 20 Oct 2008, 13:04 0 0
it really depends on whom you talking to. i have worked with sprint (third party store) for nearly 3 years and i bet ; i can answer and help u faster with every question without working for sprint (corporate). it also truly depends on who is training you. just because you talked to one person that didn't have answers doesn't mean everybody working there is stupid.
