For O/Siris - JD Powers explanation

Service Is Key To Holding Cell Phone Customers, Survey Shows
August 28, 2003 (6:04 p.m. EST)
By Antone Gonsalves, TechWeb News

Treat your customers right, or you will lose them. That's the findings of a
survey of mobile phone users released Thursday by J.D. Power and Associates.
In a study of 16,800 cell phone customers, the research firm found that they
were nearly four times more likely to switch wireless service providers if
their carriers rated below average in customer care. Among the seven largest
wireless carriers, Nextel Communications and Verizon Wireless treated their
customers the best, according to the survey, while ALLTEL and Sprint PCS
were the only two listed below the industry average for service. Sprint PCS
had the worst rating. The study found that 26 percent of the customers were
"definitely" or "probably" likely to switch carriers in the next year if
they rated their most recent service experience as below average. Only 7
percent of customers who rated their service experience as above average
were likely to switch carriers. J.D. Power found that getting a service
representative to answer a customer's phone call quickly, and minimizing the
number of contacts needed to fix a problem were key factors in keeping
customers happy. About a third of the people who said they were on hold for
20 minutes or longer said they would "definitely" or "probably" dump their
carrier. That percentage, however, dropped to 12 percent for those customers
who waited less than two minutes. Retaining customers is becoming critical
for carriers as the price of acquiring a new customer rises. A wireless
provider today spends between $300 and $425 to lure each new customer, J.D.
Power said. "Customer care itself -- having a good experience -- is critical
to the carrier and critical to the customer becoming happier with the
carrier than they were before they had a problem," J.D. Power analyst Kirk
Parsons said. "Clearly, the data shows that when a customer calls customer
service and has a great experience, it elevates their overall satisfaction
even higher." Wireless carriers are unique because service representative
often can't solve the problems reported by customers. For example, J.D.
Power found that 54 percent of calls were to complain about poor reception
on the network. "(Carriers) have to manage expectations," Parsons said.
Service reps have to assure the customer that the carrier is improving the
network, and occasionally giveaway minutes to placate an angry caller.
"There's ways around (network quality issues) to please even the most
hardened customer," Parsons said. J.D. Power rated carriers' treatment of
customers based on performance in four key areas. Listed in order of
importance, the areas were service representative interaction, according to
44 percent of respondents; resolution contact frequency, 31 percent;
automated response system processing and navigation, 13 percent; and
hold-time duration, 12 percent. Nextel and Verizon tied for the top spot in
customer care performance. Nextel performed particularly well with its
automated response system, and Verizon had the shortest hold times and did
an especially good job in having service representatives who understood
customer, J.D. Power said. "The biggest differences between the high-rated
and low-rated carriers in terms of customer care is being able to get the
calls through (to a representative) and handling them in a timely fashion,"
Parsons said. Sprint, the lowest rated carrier, said the study data was
gathered before the company had made leadership changes within its customer
care division to improve service. "We're not happy with the ranking, but we
have seen improvements and Sprint customers have seen a difference," Sprint
spokesman Dan Wilinski said. Other findings in the study included: -- More
than half of mobile phone users had contacted customer service within the
last year. -- Among those who contact their carrier, 76 percent do so by
phone; 21 percent through the vendor's retail store; and 3 percent by email
or the Internet. -- The average hold time before customers speak to a
representative is 5:36 minutes.





Look, it's no skin off my nose if Sprint wants to lose 26% of their
customers next year. I mean, you might have a job and you might not, if
Sprint drops another 78,000 this quarter. The point is, Sprint seems to
attract people with your attitude. The attitude that it doesn't matter how
lousy your service is, everyone else's is equally poor. Here's a recap in
case you're too lazy to read the article:



1 - 54% of calls are network/reception problems, which means that the
problem I was having is probably fairly typical.

2 - People on hold longer than 20 minutes are likely to switch carriers. I
think Sprint has solved the "on hold" problem - I won't debate about *how*
it was solved, because you repeatedly refuse to do so.

3 - The *biggest differences* between the top rated and low rated carriers
is being able to get calls through to a representative (again, Sprint has
solved this) - a representative who *understands* the problems and handles
them in a timely fashion. - Sprint corrected the wait time, but still hasn't
corrected the lack of knowledge of the reps OR their ability to resolve
problems.



In reality, I think a) Sprint has over advertised service availability, b)
cannot properly train CS reps, and c) focuses more on up-selling during CS
calls than actually fixing the problem.



No one cares if you admit the problems or not. We'll see if Sprint PCS has
another abysmal year.

---

› See More: For O/Siris - JD Powers explanation

In article <[email protected]>,
"Justin Green" <[email protected]> wrote:

>
> Look, it's no skin off my nose if Sprint wants to lose 26% of their
> customers next year. I mean, you might have a job and you might not, if
> Sprint drops another 78,000 this quarter. The point is, Sprint seems to
> attract people with your attitude. The attitude that it doesn't matter how
> lousy your service is, everyone else's is equally poor. Here's a recap in
> case you're too lazy to read the article:
>
>
>
> 1 - 54% of calls are network/reception problems, which means that the
> problem I was having is probably fairly typical.
>
> 2 - People on hold longer than 20 minutes are likely to switch carriers. I
> think Sprint has solved the "on hold" problem - I won't debate about *how*
> it was solved, because you repeatedly refuse to do so.
>
> 3 - The *biggest differences* between the top rated and low rated carriers
> is being able to get calls through to a representative (again, Sprint has
> solved this) - a representative who *understands* the problems and handles
> them in a timely fashion. - Sprint corrected the wait time, but still hasn't
> corrected the lack of knowledge of the reps OR their ability to resolve
> problems.


When a *2 rep doesn't know what PRL means, or doesn't know what ESN
means, one must say that training is an issue.

>
>
>
> In reality, I think a) Sprint has over advertised service availability, b)
> cannot properly train CS reps, and c) focuses more on up-selling during CS
> calls than actually fixing the problem.
>
>
>
> No one cares if you admit the problems or not. We'll see if Sprint PCS has
> another abysmal year.

Careful, someone will accuse Justin of being Phillipe because he uses
"abysmal" to describe Sprint Customer Service, although in my opinion
the term often fits, and so I use it also.

I think you understate the Churn that SprintPCS has. 16,000,000
customers, and they have reported losing 3% PER MONTH: that equals
480,000 per month, more than an order of magnitude greater than the
number you mentioned.

And its all potentially very simple to fix: Make CSRs more like
Executive Services Assistants in the way they handle calls.

"Justin Green" <[email protected]> wrote in message
news:[email protected]...
> Service Is Key To Holding Cell Phone Customers, Survey Shows

>Sprint, the lowest rated carrier, said the study data was
> gathered before the company had made leadership changes within its
customer
> care division to improve service. "We're not happy with the ranking, but
we
> have seen improvements and Sprint customers have seen a difference,"
Sprint
> spokesman Dan Wilinski said.

These goofballs think that service is issuing a press release that says
they're doing better service ---- and the answer is the same every year
"we'll do better next year". Lauer, with his $2.8 million salary isn't worth
a ****, but yet is better than his marketing predecessor ---- but what
difference that makes to the customer base at large looks to be wholly
irrelevant at most levels.

You can see the mindset at SPCS "service" is totally out of line ---
Sprintech learns a new word last week (tower alignment) and we're supposed
to be in awe of this new knowledge --- f*cking Detroit doesn't espouse the
beauty of anti-lock brakes each time they work successfully. And why should
it matter a whit what it takes to provide a usable signal --- we pay for a
usable signal, just provide it without telling how cool you are doing it for
f*cks sake. WTF cares how hard it is --- and with the money running through
that ****hole it's not like the talent couldn't be bought to do it right.

To those who work for sprint and post here ---- maybe it'd be better to keep
one's mouth shut and let folks think your stupid than opening it and prove
that you are.

To sum up, this JD Powers report should shock no one (that's two words
sprinttech) ---- and I know from my experience that finding an acorn in the
rotten wood of SPCS "service" is the exception --- not the rule.

And they wonder why the WSJ rates them a step above junk ---- and the rater
was probably being generous.

But we'll get better next year ---- what a f*cking joke.

I used to work at Sprint as a Sales Rep, and I worked closely with
CSR's. The thing that hurts Sprint the most is they are so bottom line
oriented they forget customer service. They trained the Sales Reps the
same way they train CSR's. What does this mean? It means that
Customer care reps are pushed to upsell and are given incentive to do
so, rather than offer quality customer service. If Sprint trained
CSR's to help people with their problems rather than push sales, their
bad CS reputation would improve.

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

xj911 wrote:
>
> I used to work at Sprint as a Sales Rep, and I worked closely with
> CSR's. The thing that hurts Sprint the most is they are so bottom line
> oriented they forget customer service. They trained the Sales Reps the
> same way they train CSR's. What does this mean? It means that
> Customer care reps are pushed to upsell and are given incentive to do
> so, rather than offer quality customer service. If Sprint trained
> CSR's to help people with their problems rather than push sales, their
> bad CS reputation would improve.

Maybe we're talking apples and oranges, but I'm a bit confused...

When I call Customer Service / Tech Support, I *never* get even
the slightest suggestion for a sale, changing my plan, etc.

Do I assume, correctly, that we're talking *strictly* in-store
CS?

Larry

"Lawrence Glasser" <[email protected]> wrote in message
news:[email protected]...
> xj911 wrote:
> >
> > I used to work at Sprint as a Sales Rep, and I worked closely with
> > CSR's. The thing that hurts Sprint the most is they are so bottom line
> > oriented they forget customer service. They trained the Sales Reps the
> > same way they train CSR's. What does this mean? It means that
> > Customer care reps are pushed to upsell and are given incentive to do
> > so, rather than offer quality customer service. If Sprint trained
> > CSR's to help people with their problems rather than push sales, their
> > bad CS reputation would improve.
>
> Maybe we're talking apples and oranges, but I'm a bit confused...
>
> When I call Customer Service / Tech Support, I *never* get even
> the slightest suggestion for a sale, changing my plan, etc.
>
> Do I assume, correctly, that we're talking *strictly* in-store
> CS?
>
> Larry

Larry, obviously I can't speak for anyone but my friend's experience and my
own. On several occassions, we were both offered X number of minutes for $5
or $10 more a month as a consolation for poor reception. I don't know how
often this happens with others, but it was offered to me with enough
frequency that I have to assume that it is a common sales pitch.

The in store people never wanted to even talk to the *2 people, refusing to
do so twice when their information differed from *2's. All the store wanted
to do was sell me another phone and sign me up for a 2 year contract.

tom ronson <[email protected]> wrote:
> "we'll do better next year". Lauer, with his $2.8 million salary isn't
> worth a ****

Matter of opinion. I like not having to wait a day and a half on hold
anymore. I like not being charged $3 per call -- yes, when I started out
with Sprint I was an ASL customer, although maybe I'm not anymore since
I've been told I am approved to activate another phone on my account and
ASL customers can only do one -- and I like talking to people who can and
do help me.

I won't claim that they're perfect, just that, from my _personal_
experiences, I've seen a huge improvement in customer service, and that was
one of Lauer's big goals.


--
JustThe.net Internet & Multimedia Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

Justin Green <[email protected]> wrote:

> The in store people never wanted to even talk to the *2 people, refusing to
> do so twice when their information differed from *2's. All the store wanted
> to do was sell me another phone and sign me up for a 2 year contract.

I never had problems with the Sprint store in Mentor, Ohio.

Obviously there is a huge variance in quality from store to store. I've
heard plenty of reports of in-store employees who don't seem to give a
****.

Maybe that's the next thing Sprint needs to work on. As previously stated,
I personally have seen a big improvement in *2 CS.

--
JustThe.net Internet & Multimedia Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

Justin do you seriously have no life? Its ridiculous you feel like you
have to prove someone wrong. Oh no. I gotta write up this huge post to
prove someone wrong....... If ya don't like sprint ya can always leave
them. Seriuosly. Its stupid People here that say SPRINT SUCKS SUCKS
SUCKS!!! If ya all out really feel that way then leave Sprint. They
aint gonna miss ya.

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

Steven J Sobol wrote:
>
> I never had problems with the Sprint store in Mentor, Ohio.
>
>

The Mentor store is terrible. Customer service is definitely not their
top priority. example: I had to renew a 2 year contract to replace a
defective phone under warranty?!?!?! Educating myself on these forums
has only made dealing with them all the more frustrating. I like the
phones, I like Sprint but the lack of good customer service makes me
crazy.

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

In article <[email protected]>,
goodeye18 <[email protected]> wrote:

> Justin do you seriously have no life? Its ridiculous you feel like you
> have to prove someone wrong.

Maybe you haven't been following his slow torture by SprintPCS, and
SprintPCS employees efforts to belittle him, and prove him wrong.

He's been a model of mature behavior as opposed to some Sprint
Employees who try to SPIN his torture.

"Phillipe" <[email protected]> wrote in message
news[email protected]...
> In article <[email protected]>,
> goodeye18 <[email protected]> wrote:
>
> > Justin do you seriously have no life? Its ridiculous you feel like you
> > have to prove someone wrong.
>
> Maybe you haven't been following his slow torture by SprintPCS, and
> SprintPCS employees efforts to belittle him, and prove him wrong.
>
> He's been a model of mature behavior as opposed to some Sprint
> Employees who try to SPIN his torture.

More lies from Philly.

As to Justin, he's lost all credibility with yours truly, with far to many
repeated posts ... But of course Philly, you would know as you are the king
of repeated posts here ...

Bob

In article <[email protected]>,
lb505 <[email protected]> wrote:

>
> Steven J Sobol wrote:
> >
> > I never had problems with the Sprint store in Mentor, Ohio.
> >
> >
>
> The Mentor store is terrible. Customer service is definitely not their
> top priority. example: I had to renew a 2 year contract to replace a
> defective phone under warranty?!?!?! Educating myself on these forums
> has only made dealing with them all the more frustrating. I like the
> phones, I like Sprint but the lack of good customer service makes me
> crazy.

According to Master "O" you must be Phillipe, cause most everyone
posting here like Sprints Customer Servioce.

I have Sobol on my KILL list after he decided to insult me rather than
discuss issues. He has zero credibility. His web site still says:

Steve Sobol, an M-O-L resident. "It's less than a half-hour from
downtown Cleveland, and less than ten minutes away from the heart of
Mentor, Lake County's biggest city. Everything's close. And the people
here are absolutely terrific... friendly, and ready to lend a hand if
needed. I moved here in November of 2001 and almost instantly felt like
I had been here forever. I belong here."


In spite of his belonging in Mentor, Ohio, he's moved to California,
where he still says Sprint also can do no wrong. He must be a Sprint
dealer, but has refused to say.

goodeye18 wrote:
> *Justin do you seriously have no life? Its ridiculous you feel like
> you have to prove someone wrong. Oh no. I gotta write up this huge
> post to prove someone wrong....... If ya don't like sprint ya can
> always leave them. Seriuosly. Its stupid People here that say SPRINT
> SUCKS SUCKS SUCKS!!! If ya all out really feel that way then leave
> Sprint. They aint gonna miss ya. *

I will when my contract is up, I assume they will miss every customer
they lose seeing they are millions in debt. :/

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

lb505 <[email protected]> wrote:

> The Mentor store is terrible.

I've never had problems there. I've talked to Aldo, the manager, and
a number of the sales reps. They're all polite, they seem to know what
they're talking about, and in general they do a decent job.

Sometimes if you're in line for sales you'll wait a while, but the
Verizon store down the street has its slow times too. The VZW store
reps always suggested coming in between 3 and 5 pm as that is their
slow time. It's probably the same at the Sprint store.

>Customer service is definitely not their
> top priority. example: I had to renew a 2 year contract to replace a
> defective phone under warranty?!?!?!

Since when? How long had you had the phone?

I can't speak to this issue directly as I've never replaced a phone
under warranty at SPCS (I have at Verizon, but not SPCS), but I would
definitely be interested in details.

--
JustThe.net Internet & Multimedia Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]