backtop


Print 26 comment(s) - last by mushi799.. on Jan 26 at 1:13 AM

Sprint says "You're Fired" to 4,000 employees

Sprint Nextel is currently struggling to maintain its subscriber base and profitability. Many see the waning popularity of the Sprint Nextel service as a side effect of poor customer service among other things.

DailyTech reported last week that Sprint was considering layoffs for some of its employees and a consolidation of executives into its Sprint headquarters in Kansas. The rumor last week was that Sprint was considering a layoff of around 2,000 employees in addition to the executive consolidation.

The Wall Street Journal reports that Sprint released its plans and intends to cut 4,000 jobs and close 8% of its stores across the country. This move will save Sprint, who is currently the number three cellular provider in the U.S., up to $800 million USD a year.

In addition to 4,000 employees losing their jobs, three of Sprint’s top executives were ousted as well. Chief Financial Officer Paul Saleh, Chief Marketing Officer Tim Kelly and president of sales and distribution Mark Angelino are stepping down.

The Wall Street Journal also reports that Senior Vice President and Controller William Arendt will step in as interim CFO. Sprint Chief Executive Dan Hesse said, “Permanent leaders will be named in conjunction with a review of overall strategy and an effort to streamline operations. I have no predetermined timeframe in filling these positions but plan to act as quickly as possible as I consider both internal and external candidates."

Rumors circulated last week that Sprint might be considering a cut back of its newly announced WiMAX service dubbed XOHM to help cut costs. Sprint did not comment on if that would still happen.



Comments     Threshold


This article is over a month old, voting and posting comments is disabled

haha
By rudy on 1/24/2008 7:22:46 PM , Rating: 2
Ya you lose customers due to poor customer service, so your solutions is to fire more of the workforce and close more stores the latter definitely are part of CS the former maybe. Some people just don't get it /sigh.




RE: haha
By ice456789 on 1/25/2008 12:15:26 AM , Rating: 2
As a former manager of the customer service department in a call center, I can tell you that when they acquired Nextel and adopted their customer service ideas, all customer service was negatively affected. Stores had lines in them an hour long just to get phones checked out. Our customer service reps routinely had over 200 calls in queue. That means that basically 50 people were taking calls, those calls average about 8 minutes. If you called in during the busy time (pretty much all the time), your wait would be measured in hours not minutes. That negatively affects customer service.

Also, half our calls would be fixing mistakes made by previous reps. Sprint puts such pressure on their reps to sell products that many of them do what is called 'slamming'. That is adding a feature to your phone without telling you, or without really explaining the costs. Too many times people would call in with a problem with their phone and a month later they would be getting charged for a new Vision data plan. The only problem... they didn't know what the vision plan is, they never asked for it, they're just being charged for it. I had people who had been slammed a year ago calling in to get a year's worth of slammed charges removed from multi-line accounts. I would always tell my reps to give the customer the benefit of the doubt, but they hate giving credits even if the charges were incorrect.

Ask my why they hate giving credits.....

Because part of your rating is based on how much credit you give your customers. If you're giving a lot of credit, it hurts your rating and therefor hurts your paycheck and chance for promotion. It doesn't matter if the credit is deserved or not, it just matters how much you give. How can you have good customer service if your reps aren't allowed to fix billing issues for customers without hurting their own pocketbook?


RE: haha
By FITCamaro on 1/25/2008 12:25:49 AM , Rating: 4
I'll definitely agree on the "slamming". Especially at Sprint stores. I had to fix so many f*ck ups those guys made it wasn't even funny. They cared about selling phones, that was it. Screwing up the bill was someone else's problem to them.

I worked as a rep in a Best Buy, Circuit City, and Radio Shack. The guys I knew always tried to make sure it was correct. Because if the phone got returned due to you making a mistake and the customer returning it from not wanting to deal with it, you lost the commission. At a Sprint store, you sell so many phones you don't care. At the one around me, customers didn't even bother going there unless they had to because the reps there wouldn't even help you unless you were a new activation (and thus they made a commission off you).


RE: haha
By JohnDoe007 on 1/25/2008 10:40:38 AM , Rating: 3
Right On Ice456789! I too work at Sprint and I must say that customer service is completely out the window. To often are given misleading information or flat out lies to pass on to our customers. Lies such as ‘there is cell site going up in your area to improve coverage,” “circuits ordered for a new site in your area, which means service will improve” the ever famous quote for newbees “its your phone, take it to the service center.” The thousands of customers that are out there will know exactly that what I am saying is the truth, heck even the employees who here know this to be true as well. Its no secret Sprint has suffered tremendously since their acquisition of the Nextel brand; the service was a complete joke and was only good for the “Walkie Talkie” feature via their IDEN network or low network traffic via cell service. I personally don’t use Sprint or Nextel except for the free phones they give us, I like T-Mobile because their customer service is fantastic and their network is far more reliable. I always lose signal in certain areas but its always in the same areas, never have I been on the cell and dropped a call as you most certainly will with Sprint but especially more with Nextel. The fixes are simple for Sprint/Nextel and removing useless executives and CEOs is a GREAT start, the Customer Service issue will require them to reanalyze their Service Level Agreements and to reassess how their employees are paid in regards to the “slamming” of a customer and or giving credit to customers where it is merited, and not penalize its employees for doing the right thing. It’s the small things that count to a customer and if they want to attract and keep existing customers then they will have to adapt to the consumers concerns, otherwise they will continue to show no loyalty to the Brand. Sincerely, A LOYAL BUT HIGHLY CONCERNED EMPLOYEE.


RE: haha
By ice456789 on 1/25/2008 4:14:47 PM , Rating: 3
When I decided to leave Sprint I broke all the rules. In other words, I did what was right, what was ethical, and what was in the best interests of Sprint AND the customers. I threw out all the scripting, I put zero pressure on my guys to sell, and I removed ANY pressure on giving credits. I decided to leave about 2 weeks before I actually gave notice, so for about a month any customers who were lucky enough to get my team on the phone got something they couldn't get anywhere else at Sprint... AMAZING CUSTOMER SERVICE. Our average customer satisfaction score went up about 40%. It's so simple, if they want to fix their customer service problem instead of paying IBM to consult them and institute tons of guidelines, just let the reps do their jobs. Sure, you might not sell as much but at the same time you are not paying millions to IBM to fix your image.


"Vista runs on Atom ... It's just no one uses it". -- Intel CEO Paul Otellini














botimage
Copyright 2014 DailyTech LLC. - RSS Feed | Advertise | About Us | Ethics | FAQ | Terms, Conditions & Privacy Information | Kristopher Kubicki