Friday, July 06, 2007

Sprint Gives Heisman

Hilarious, brilliant, CSRs dream, and PR nightmare rolled into one. I still can't believe they went through with this, especially given the suspect criteria used.

Sprint breaks up with high-maintenance customers
On June 29, 2007, Sprint sent letters notifying some customers that their service would be canceled by the end of July due to excessive calls to customer service.

"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information," the letter reads. "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."


derteufel said...

I read this earlier today and immediately thought of you. Having worked in this type of environment, as you have, I can completely understand the rational behind "breaking up" with high maintenance customers...however, if I read this correctly, it sounds like their metrics may have counted every transfer to a new operator as a new call, thus wildly inflating who was a problem customer.

Jake of All Trades said...

Exactly. It's always a slippery slope to start firing customers, even when warranted. If you're going to do it at all you need to be selective, do your homework, and don't use a form letter.