If there are two things I love writing about, it’s baseball and Sprint. Baseball for love of the game, Sprint for love of the “what did they do now?” factor. The company, as we all know, continues to bleed subscribers, much to the delight of their competitors. The Washington Post sat down with the embroiled company’s CEO Dan Hesse to talk about what Sprint his doing, and how it’s going to take a while. And yes, Hesse said that the company was in the third inning of their rebuilding phase. But it seems like Sprint is playing like the Yankees right now, so it could still be a long game.
It’s not a long interview, but one of his longest answers had to do with customer service, and what he has done to improve it:
More people are held accountable. If someone calls because they’ve been dropping calls, Kathy Walker, who runs the network organization, owns that number. If someone calls because they either have found something on their bill that they didn’t order or they did order something that’s not on there, the sales organization owns that number and gets held accountable for that. If someone calls customer care and their problem is not taken care of and they call again and again, that is what I hold Bob Johnson, who is in charge of customer care, accountable for.
So wait. They’re not just dropping customers who call repeatedly because they aren’t being helped? They’re actually…taking care of them? We’ll see how this plan works out. It’s going to take a long run of high quality customer service for Sprint to shed their current reputation. Hesse also talks a bit about WiMax and the company’s partnerships with Google and cable companies. But the real interesting bit was about customer service.