Remember last year when 1200 Sprint customers got the boot because they made too many calls to Customer Service? At the time I argued that the customers weren't calling so many times to make friends with the agents -- they genuinely had concerns that were not being resolved. And so, because customers were not provided with the proper level of customer service they wanted, they were being punished by being kicked off the network. Sadly, most of the people receiving the boot were probably happy by the news.

I just ran across this post on the Building Blocks blog which confirms my feelings, where an anonymous CSR shares everything about their policy and how they're supposed to do things. It is not a very customer-friendly policy either. For instance, the agent only gets a $2.50 credit quota per call. Per call! Not very efficient if a customer was wrongly billed for $100, is it?

Instead of working through the situation, giving the proper credit and the customer hanging up happy, the rep can only give $2.50, make the customer mad, transfer the call, each time making the customer more upset, only to get to a superviser who would likely issue the credit. Each transfer costs money -- so by transferring the customer to 5 different departments just to get the result that could've been taken care on call #1, Sprint is just wasting money, and making customers more upset. Doesn't make a whole lot of sense to me.

Confessions of a Sprint CSR