I work in customer service so I really couldn’t let this go by without commenting on it. This week Sprint sent letters to 1200 customers who they felt complained too much. While most customers of Sprint call customer service less than once per month, these people were making 30 to 40 calls per month.
The letter, which I will be posting eventually, states that based on the number of complaints received Sprint doesn’t feel they’re able to meet their needs and will be ending the relationship at the end of the month. The gave them bill credits to bring their balance to zero and the customers can take their number elsewhere, but as of the end of the month, its over.
My sister sent me a memo from her boss saying that it’s a nice thought but you have to be sure you’re providing the best service possible before you start kicking your customers to the curb. He’s got a good point there and I sort of doubt Sprint is up to that level.
There’s the public perception to think about as well. Now everytime a customer has an issue they’re going to wonder if they complain, are they going to get fired too?
I’m sure someone did the math a realized that they’re not making money on these people. There is a very good chance these are the same people who are one or two months behind on their bills and are always demanding bill credits for one reason or another. Its a matter of cost vs. revenue.
How to you measure the cost to your public image though? Is firing them going to shut them up or will they just find someone else to complain to? I doubt Sprint has heard the last of these people.