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Michael
Site Admin
Joined: 13 Jan 2005
Posts: 5070
Location: Cary, IL
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 Posted: Thu Nov 08, 2007 8:54 am Post subject: Sprint Announces New Programs to Deliver Better Service |
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| Quote: | Sprint Announces New Programs to Deliver Better Customer Experience
No Contract Extensions for Rate Plan Changes, New Prorated ETFs
and Other Programs to Reward the Loyalty of Sprint Customers
OVERLAND PARK, Kan.--(BUSINESS WIRE)--Nov. 7, 2007--Gone are the days when Sprint (NYSE:S) customers will be required to extend their contracts when changing their rate plans. Earlier this summer, Sprint became the first wireless carrier to give customers additional contract flexibility by extending its Right Plan Promise policy to six months. Beginning Monday, Nov. 12, as part of the company's pledge to enhance the overall customer experience, customers will have even more flexibility by being able to change their rate plans without having to renew their contracts.
Plus during 2008, Sprint plans to implement a new prorated early termination fee (ETF) policy. More specific launch information and details of that policy will be announced next year.
"Giving our customers a superior experience is our first priority," said Bob Johnson, chief service officer at Sprint. "We are introducing programs to reward our customers and show our appreciation for their business. Rewarding their loyalty is a first step in gaining their trust."
Sprint's new customer-friendly policies build on Sprint's existing programs and commitment to a positive customer experience. In addition to the new contract flexibility and prorated ETF, Sprint's programs include:
Welcome Call
Soon after a new customer activates service, a Sprint customer care representative will welcome the customer to Sprint, thank the customer for his or her business, ensure the customer feels fully informed about the product and/or plan chosen, about coverage and answer any questions. The goal is to ensure customers are fully educated about the Sprint products and services they purchased.
Overage Courtesy Call
Sprint monitors new customers' wireless usage during the first six months of service. To ensure customers are on the right plan, Sprint will notify them the first time they have incurred significant excess voice, text or data overage charges. Customer service representatives will recommend a new plan for the customer to help them avoid future overage charges and better meet their wireless needs.
"New For You" Handset Upgrades
This valuable upgrade program offers savings to current Sprint customers on the newest, most innovative phones and connection cards. That way, long-time, loyal customers can continue to enjoy the same great services while keeping up with the latest technology. Existing customers may be eligible to receive savings of up to $150 off devices if they have been a customer for 22 consecutive months.
30 Day Risk-Free Guarantee
Sprint gives customers 30 days to try Sprint service risk-free. If a customer is not completely satisfied with Sprint, his or her service, phone or network coverage, the customer can simply return the undamaged phone and deactivate service within the 30 days. Sprint returns the customer's activation fees and waives the early termination fees, and customers are only responsible for charges based on their actual usage.
Premier Loyalty Rewards
In early 2008, Sprint plans to enhance its customers' experience even further by adding new and innovative reward programs for long-time customers. |
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jackrodgers
EVDO Addict
Joined: 23 Mar 2006
Posts: 1131
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| Posted: Thu Nov 08, 2007 4:16 pm Post subject: |
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On extra time and data charges: Sprint would not have to discuss a new plan if it simply limited the additional charges to the maximum charged on the 'unlimited' plan. Currently if you have a cheap plan and run up the extra time or data transfer you bill can baloon to a gigantic sum. Why we might ask should you pay more for 'unlimited' use than someone else?
Of course then those who pay the constant $60 a month might decide they should pay less if they use less...  |
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fordrhs41
EVDO User
Joined: 29 Jan 2007
Posts: 92
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| Posted: Thu Nov 08, 2007 4:39 pm Post subject: Re: Sprint Announces New Programs to Deliver Better Service |
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[quote="Michael"][quote]Sprint Announces New Programs to Deliver Better Customer Experience
Sprint opined:
The goal is to ensure customers are fully educated about the Sprint products and services they purchased.
Lets hope that some of this education is directed to the first line support people who pick up the fone as they fight the front line battle and represent Sprint at the level where it counts most, dealing with us Dilberts <G> |
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Michael
Site Admin
Joined: 13 Jan 2005
Posts: 5070
Location: Cary, IL
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| Posted: Thu Nov 08, 2007 9:38 pm Post subject: |
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The "Welcome Call" is geared for people that purchase a phone at a store and they probably dealt with a clerk who didn't have a clue and they want to make sure that all their questions are answered before they leave. The goal is to retain customers and prevent customers from canceling.
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