Sprint’s wake-up call

Citation

Ante, S.E. (2008), "Sprint’s wake-up call", Human Resource Management International Digest, Vol. 16 No. 6. https://doi.org/10.1108/hrmid.2008.04416fad.009

Sprint’s wake-up call

Article Type: Abstracts From: Human Resource Management International Digest, Volume 16, Issue 6

Ante S.E.Business Week (USA), 3 March 2008, No. 4073, Start page: 54, No. of pages: 4

Purpose – Outlines how the new chief executive at Sprint Nextel plans to improve the company’s customer service. Design/methodology/approach – Describes how the recently appointed chief executive of Sprint Nextel, Daniel R. Hesse, is making customer service his top priority. Reports on how Sprint Nextel has been targeted on the web for their poor customer care and for their customer retention strategies. Records how Nextel’s good customer relations went downhill after the merger with Sprint, three years ago; identifies the reasons for the decline in customer service standards. Features examples of the company’s past poor attitude towards customer care and puts forward how counter-productive management strategies towards call centre staff contributed to the situation. Refers to the lawsuits filed against the companies from customers who discovered that they were being prevented from discontinuing their contract with Nexel. Looks at the policies now being put in place by Hesse to improve the situation and how he plans to rebuild Nextel’s tarnished image. Originality/value – Examines the reasons for Sprint Nexon’s customer service failures. ISSN: 0007-7135 Reference: 37AH344

Keywords: Customer services quality, Business performance, Customer satisfaction, Customer relations, Service, Failures