Is it possible that one of the cellular companies is finally getting the message?

Dan Hesse, a telecom veteran tapped yesterday to be Sprint Nextel Corp.'s chief executive officer, says his first priority will be to to tackle the customer-service problems and customer defections that have contributed to Sprint's share-price decline...

An internal Sprint document... described the company’s “inferior results” in customer service, pointing out that Sprint resolved 53% or problems on the first call, compared with 71% for Deutsche Telekom AG's T-Mobile USA, even though Sprint has nearly three-times as many care specialists. -- “Sprint Chief Eyes Customer Care,” Wall Street Journal, December 19, 2007 page A3

Hesse helped slow profit bleeding at Embarq by closing call centers and creating service packages. In Sprint's case, however, he needs to open more call centers. - Ben Popken (Consumerist)

Posted by: Old Grouch in In Passing at 18:32:15 GMT | No Comments | Add Comment
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