…because it might just be one call too many. Reports have been creeping up that Sprint subscribers who have been too much of a drain on customer service resources are getting The Boot™. Sprint’s willing to put offending customers’ balance to zero, and give them until the end of the month to find a new carrier and transfer their phone number, but after that the number’s gone. The carrier’s been throwing a euthanasiast “it’s for your own good” angle on the issue.
“We have to be able to quickly and efficiently serve customers,” said Roni Singleton, a Sprint spokeswoman. “And when we are unable to consistently solve our customers’ problems it results in a lot of frustration and longer waits for other customers. So after looking through our records, we were able to determine that there were customers who we could couldn’t meet their current needs.”
From a business perspective, I could see how culling the weak could could help them streamline their call centre resources more effectively, but this seriously estranges their existing client base. Come on, the call-in customer service experience is arduous enough without the threat of service termination, why would you want to make it any worse? Hey Sprint, why not work on providing better service to avoid those calls in the first place instead of punishing paying customers for your mistakes?
