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- 10-02-2003, 04:20 PM #1LeisaGuest
http://www.dfw.com/mld/dfw/business/6914092.htm
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Leisa
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› See More: Len Lauer visits the Ft Worth SPCS call center
- 10-02-2003, 04:27 PM #2Phill.Guest
Re: Len Lauer visits the Ft Worth SPCS call center
In article <kw1fb.664384$Ho3.137296@sccrnsc03>,
"Leisa" <[email protected]> wrote:
> http://www.dfw.com/mld/dfw/business/6914092.htm
>
> --
> Leisa
> http://pages.ivillage.com/leihei
> Delete pounds to reply
Is this to decide whether to close it and outsource it to India?
- 10-02-2003, 07:22 PM #3Sam IamGuest
Re: Len Lauer visits the Ft Worth SPCS call center
Quote from Sprint's new CEO.
"We have not focused enough on providing outstanding customer service to
our 19 million PCS customers,"
No f-ing kidding! That's a nice way of saying "we're consistantly
holding our position at the bottom, we suck. But I'm getting paid a lot
to have hope!"
Maybe they will get their **** togeather some day. All I know is as i
mentioned this morning some a-hole from Sprint called me and didn't even
identify himself until I asked him three times when he kept attempting
to return to his "script" ignoring me asking "who are you?" 3 times!
Finally he said who he was and returned to his script asking me more
questions without telling me what the purpose of his call was, so I hung
up.
This guy sounded like he'd got 1 days training and has a resume of
McDonalds and telemarketing.
So just a little while ago someone from Sprint calls me who is much
nicer and identifies who she is and what she's calling so I spoke to
her.
Basically she wanted to know what I thought about Sprint and I told her:
it's been hell. I pointed out all the corrections they had made to my
bill and that each one had cost me my personal time and that in the end
they still hadn't fixed some things and also that they never seemed at
all apologetic for all the trouble.
She did seem apologetic and nicer than anyone else. Maybe she was a sup
as she was 10x more profesional than any other SPOS CS rep. When I
mentioned "you know Sprint is consistantly bottom ranked" she said "yes,
we know. Sprint CS....." and paused to find the right words "could
improve" LOL. Nice to finally hear a SPOS rep finally almost admit the
truth.
In the end though she couldn't offer me the killer deal that would make
me overlook all Sprints short comings. That is the type of thing that
has to be decided on the top level, where they encourage reps to give
good deals to reatin customers.
Since that isn't happening, I suspect they'll continue to be
uncompetative and flounder.
I mean who is interested in this sales pitch:
"join Sprint! We're offering medicore plans and phone deals when we're
the bottom ranked carrier in 4th place for market share!"
I mean where's the compelling reason not to ditch Sprint?
In the end I told the woman who seemed nice, no hard feelings, nothing
personal, thanks for asking but my opinion is the execs at Sprint are
clueless thus far.
[posted via phonescoop.com]
- 10-02-2003, 10:23 PM #4T. LosoGuest
Re: Len Lauer visits the Ft Worth SPCS call center
I seriously doubt the Dallas/Ft Worth Call Center will close it was the
first call center and most of the mucky mucks have offices there as well as
in KC.
"Phill." <[email protected]> wrote in message
news:[email protected]...
> In article <kw1fb.664384$Ho3.137296@sccrnsc03>,
> "Leisa" <[email protected]> wrote:
>
> > http://www.dfw.com/mld/dfw/business/6914092.htm
> >
> > --
> > Leisa
> > http://pages.ivillage.com/leihei
> > Delete pounds to reply
>
> Is this to decide whether to close it and outsource it to India?
- 10-03-2003, 06:13 AM #5Loving MoonlightGuest
Re: Len Lauer visits the Ft Worth SPCS call center
> Quote from Sprint's new CEO.
> "We have not focused enough on providing
> outstanding customer service to
> our 19 million PCS customers,"
Interesting statement:
1. He admits there is a problem.
2. He obfuscates by saying "not focused"
instead of "bad service"
3. He exagerates the number of SprintPCS customers.
- 10-03-2003, 06:15 AM #6Loving MoonlightGuest
Re: Len Lauer visits the Ft Worth SPCS call center
> Dallas/Ft Worth Call Center ...
> most of the mucky mucks have offices there as
> well as in KC.
Could be part of the explanation of why SprintPCS is not profitable. Folks have
TWO offices in different cities. Generates a lot of needless travel expenses,
on top of costs for two offices.
- 10-03-2003, 11:03 AM #7ben dejoGuest
Re: Len Lauer visits the Ft Worth SPCS call center
That is why I bailed out of the company after three years at Sprint.
Execs who could care less about anything but themselves and their bonus
checks for selling Sprint services. I know the entire Chicago market is
run like a corporate raid (that is that we will do everything in tyhe
short term to inflate the balance sheet then hand the smoking bomb off
to the next poor son of a ***** and leave with their fat checks like
Bill Esrey)and It is my sincere hope that everyone from the Area Vice
President all the way down get unceremoniously FIRED.
I can't wait for WLNP, this should be fun. I hear that the Execs are
already running scared.
[email protected] (Sam Iam) wrote in article
<[email protected]>:
> Quote from Sprint's new CEO.
>
> "We have not focused enough on providing outstanding customer service to
> our 19 million PCS customers,"
>
> No f-ing kidding! That's a nice way of saying "we're consistantly
> holding our position at the bottom, we suck. But I'm getting paid a lot
> to have hope!"
>
> Maybe they will get their **** togeather some day. All I know is as i
> mentioned this morning some a-hole from Sprint called me and didn't even
> identify himself until I asked him three times when he kept attempting
> to return to his "script" ignoring me asking "who are you?" 3 times!
> Finally he said who he was and returned to his script asking me more
> questions without telling me what the purpose of his call was, so I hung
> up.
>
> This guy sounded like he'd got 1 days training and has a resume of
> McDonalds and telemarketing.
>
> So just a little while ago someone from Sprint calls me who is much
> nicer and identifies who she is and what she's calling so I spoke to
> her.
>
> Basically she wanted to know what I thought about Sprint and I told her:
> it's been hell. I pointed out all the corrections they had made to my
> bill and that each one had cost me my personal time and that in the end
> they still hadn't fixed some things and also that they never seemed at
> all apologetic for all the trouble.
>
> She did seem apologetic and nicer than anyone else. Maybe she was a sup
> as she was 10x more profesional than any other SPOS CS rep. When I
> mentioned "you know Sprint is consistantly bottom ranked" she said "yes,
> we know. Sprint CS....." and paused to find the right words "could
> improve" LOL. Nice to finally hear a SPOS rep finally almost admit the
> truth.
>
> In the end though she couldn't offer me the killer deal that would make
> me overlook all Sprints short comings. That is the type of thing that
> has to be decided on the top level, where they encourage reps to give
> good deals to reatin customers.
>
> Since that isn't happening, I suspect they'll continue to be
> uncompetative and flounder.
>
> I mean who is interested in this sales pitch:
>
> "join Sprint! We're offering medicore plans and phone deals when we're
> the bottom ranked carrier in 4th place for market share!"
>
> I mean where's the compelling reason not to ditch Sprint?
>
> In the end I told the woman who seemed nice, no hard feelings, nothing
> personal, thanks for asking but my opinion is the execs at Sprint are
> clueless thus far.
>
>
>
>
>
> [posted via phonescoop.com]
[posted via phonescoop.com]
- 10-04-2003, 07:41 AM #8JustinGuest
Re: Len Lauer visits the Ft Worth SPCS call center
"Bob Smith" <[email protected]> wrote in message
news[email protected]...
>
> "Loving Moonlight" <[email protected]> wrote in message
> news:[email protected]...
> > > Quote from Sprint's new CEO.
> >
> > > "We have not focused enough on providing
> > > outstanding customer service to
> > > our 19 million PCS customers,"
> >
> >
> > Interesting statement:
> >
> > 1. He admits there is a problem.
> > 2. He obfuscates by saying "not focused"
> > instead of "bad service"
> > 3. He exagerates the number of SprintPCS customers.
>
> He admitted there was a problem when he took over earlier in the year.
> As to #2, it probably means the same thing. On #3, the last reported
> number of customers was in the 2nd qtr 2003 financial report, where it
> was listed as 18.8 million customers ... including the affiliates who
> market SPCS coverage.
>
> So, where's the exaggeration? Maybe he has updated information, that
> hasn't been released to the public yet. Or ... he just rounded off the
> number to 19 million to the reporter? Either way, I don't see an
> exaggeration here ...
>
> Bob
>
Of course you don't, Bob. You're a cheerleader for Sprint.
>
- 10-04-2003, 07:41 AM #9Bob SmithGuest
Re: Len Lauer visits the Ft Worth SPCS call center
"Loving Moonlight" <[email protected]> wrote in message
news:[email protected]...
> > Quote from Sprint's new CEO.
>
> > "We have not focused enough on providing
> > outstanding customer service to
> > our 19 million PCS customers,"
>
>
> Interesting statement:
>
> 1. He admits there is a problem.
> 2. He obfuscates by saying "not focused"
> instead of "bad service"
> 3. He exagerates the number of SprintPCS customers.
He admitted there was a problem when he took over earlier in the year.
As to #2, it probably means the same thing. On #3, the last reported
number of customers was in the 2nd qtr 2003 financial report, where it
was listed as 18.8 million customers ... including the affiliates who
market SPCS coverage.
So, where's the exaggeration? Maybe he has updated information, that
hasn't been released to the public yet. Or ... he just rounded off the
number to 19 million to the reporter? Either way, I don't see an
exaggeration here ...
Bob
- 10-04-2003, 09:18 AM #10JustinGuest
Re: Len Lauer visits the Ft Worth SPCS call center
"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> "Justin" <[email protected]> wrote in message
> news:[email protected]...
> <snipped>
> > Of course you don't, Bob. You're a cheerleader for Sprint.
>
> No I'm not. I just don't like disinformation posted ...
>
> Bob
What disinformation would that be? The FACT that EVERY CEO spins?
- 10-04-2003, 09:19 AM #11Bob SmithGuest
Re: Len Lauer visits the Ft Worth SPCS call center
"Justin" <[email protected]> wrote in message
news:[email protected]...
<snipped>
> Of course you don't, Bob. You're a cheerleader for Sprint.
No I'm not. I just don't like disinformation posted ...
Bob
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