The letter stated that Sprint’s records indicate that over the past year, Sprint received frequent calls from the customer regarding billing or other general account information. The number of inquiries the customer made led Sprint to determine that Sprint was unable to meet the customer’s current wireless needs. Therefore, the decision was made to terminate wireless service effective
On top of terminating the customers for calling customer service too much, it appears that approximately 200 army soldiers that their phone service was being terminated for roaming too much.
Should companies take action against high maintenance customers? Already, banks are starting to bill people for making too many calls to customer service, or for speaking to a live person versus the automated service. Is it that Sprint does not have enough competitors in play to allow it to get away with what seems to be arrogant behavior in turning away customers versus doing all that is possible to keep its customers? What is actually driving the costs for Sprint? Are there legal issues that keep it from outsourcing its customer support to less costly labor abroad?
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» Know More Media Review: Examining the Recent Sprint Terminations from Know More Media
The big buzz this week was about Sprint terminating the services of over 1,000 customers. CustomersAreAlways author Maria Palma was not sure how to react but wrote about it over the weekend. Palma followed-up with a wrap up of... [Read More]
Tracked on: July 13, 2007 4:49 PM | Permalink to Trackback