SOCIAL IMPRESSIONS

After frequenting many service-oriented companies, it has become evident that some have taken customer service for granted. Sprint/Nextel’s recent actions were an example of that. Should customer service be a unique selling point or should every company implement a strategic plan to ensure all patrons are satisfied?

Sprint/Nextel recently informed 1,100 customers that their wireless service will be terminated effective July 30. Their reason for this decision was that these targeted subscribers called customer service too often, some up to 40 to 50 times a month. Those axed individuals will not have a final bill and will not be charged a termination fee. They have until the end of this month to port their number to another carrier before it expires.

As the number three U.S. wireless provider, losing 1,100 from their customer base of 53 million isn’t a huge deal financially-speaking. The main issue at hand is that Sprint’s reputation is already poor according to sub-par customer service ratings. Despite the fact that these former subscribers may have been abusing the system, this move only adds fuel to existing negative impressions of this company. This could prove to be a point of consideration when their current customers are due to renew their contracts. It may also rebuff potential customers who are in the market for new service or are interested in switching carriers.

This company fell short in providing customer satisfaction when it decided to drop customers. Subscribers pay a monthly fee to receive good coverage and service. There was never a disclaimer made by Sprint/Nextel regarding a limitation to the number of times a customer can call to receive the attention they paid for.

Technorati Tags: Sprint; Sprint/Nextel; Customer Service