Sprint Becoming More Customer Focused?
I guess when you’ve been losing wireless customers for as long as Sprint has, you have to do something to turn things around. Making more customer-friendly policies? Might be a good start.
Sprint has announced some changes designed to make for a better customer experience. Except where noted, these changes will be effective on 12 November 2007. This includes the following:
- Prorated Early Termination Fees (rolls out in 2008)
- No contract extension necessary for rate plan changes;
- A “welcome” call to ensure you understand the ball and chain (contract) you signed up for;
- Proactive monitoring of voice/data usage with a courtesy call to let you know you’re going over your allotment;
- Handset discount once you are 22 months into your contract;
- 30 day risk-free guarantee, meaning if you’re unsatisfied, bring it back. They’ll waive the fees, though you will pay for usage;
- An enhanced loyalty program with unspecified benefits (rolls out in 2008).
This doesn’t sound particularly innovative. Sprint is just aligning their policies with the rest of the industry. Doubt that’s going to stop the hemorrhaging, but it can’t hurt to try.
Via Phone News
