I have updated this blog; in my research I found over 1,000 customers were fired that called customer service over 90 times a month. That number is still high, that's two times a day for 30 days.
This is a reply blog for a conversation we had in class. The question was asked, should you fire a customer? One person in particular felt a company should not fire a customer unless the customer harmed someone. While watching CNN last night I was surprised to see Sprint has decided to fire over 1,000 customers for complaining too much. The letter is posted in the first link below; the news article is second; I tried to figure out how to link the website to words but couldn't. Anyway
Why were these customers fired; because Sprint felt they were part of the reason other customers were experiencing long hold times. The customers that were fired called up to 90 times a month complaining about their billing and technical problems.
These customers were wasting the customer service representative’s time and other customer’s time by constantly complaining about the service, creating longer hold times. Hooray for Sprint!
Oh and this made me laugh. The customers that were fired were told to call Customer Service if they have any questions regarding the transfer of their number to another service or if they had questions regarding their final bill. Genius!
http://consumerist.com/consumer/exclusives/sprint-customers-terminated-for-complaining-too-much-were-scamming-sprint-for-free-service-277026.php):
http://gizmodo.com/gadgets/announcements/sprint-dumps-needy-customers-275374.php
http://articles.moneycentral.msn.com/Investing/Extra/SprintDumpingCustomers.aspx
4 comments:
Excellent story Shannon, most company will go the extra mile to provide their customer good customer service. Some people either do not have a life or make the highlight of their life making other people miserable. The status quo the customer is always right has been blown way out of portions and companies find themselves exhausting they resource just attempting to please customers that will not be please regardless to the efforts of the company. Hats off to Sprints and some points company have to evaulate the true value of the customer to the company. Some customers are just not worth having as customers and more companies need to use this practice more often. Customer abuse of companies only rises prices to loyal customers, and decrease the bottom line to the company.
July 12, 2007 7:27 PM
I am soooooooo glad that you posted this blog this only goes to prove my point that a company should be able to fire an employee as well as a customer. I do think it is funny that they where fired for complaining too much I will be sending a link to this article to my friend and ex boss I told him we should do this with a couple of our customers.
I dont agree. it was not 300 it was 50 and it was not 1000 customers it was 2000. The name of the game is service. And has Sprint failed I have been on the end of the line when they put you on hold. And one last thing how many of you will switch to sprint now that they have all this frr time?
Shannon great article!!!!! I hate Sprint. 300 or 50 it makes no difference. They should not rely on releasing individuals from there service based on issue regarding service problem or billing or really anything. However, the only reason I can see Sprint having probable cause for releasing a customer from service, is due to derogatory comments. Other than that, customers have the right to complain about issues.
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