the-ish.com/blog

From what i know, Sprint has a “Customer Retention” department that deals with customers who threaten to close their accounts. These customer service representatives have access to deals and account changes that “normal” reps simply do not. They’re also, as far as i can tell, all based inside the US, all speak english very clearly, and are generally polite, patient, and helpful. To one degree or another, that means to get treated well, and find a fair solution, i need to threaten to cancel my account.

This is a fundamental flaw in Sprint’s customer service philosophy, and many other companies likely share the same flawed thinking.

“Retention” reps are obviously more powerful because they’re a sort of last-resort to keep a subscriber, but they’re not just people with access to a few special deals. The whole experience is in better in just about every way, from the attitude and manners the reps display, to their problem solving abilities, and even to their master of the english language. It’s what Sprint’s customer service should have been like all along. So then: why is Sprint (exclusively) rewarding the customers that they seem more likely to loose? Shouldn’t Sprint, instead, reward the loyal customers? What about the customers that are paying for larger-than-average plans? Why not reward them?

Here’s an idea: start a loyalty rewards program. Give customers who haven’t missed a payment for 12 months a 5% discount. Maybe give people with monthly plans of over $100 free unlimited text messaging. How about bundling 300 text for free with any unlimited EVDO package? Maybe even consider giving people who have a monthly plan of over $200 priority customer service?

Some sort of positive reinforcement seems like it would be much more effective (and better for Sprint’s image) than only rewarding the potential ship-jumpers.

Just a thought.