lntwo

Sprint Nextel's Internal Explosion

The last paragraph nails it. A service industry that viewed itself as a sales industry. One might argue that these are inseparable, but Sprint chose a more sales driven model that alienated many customers.
I work in Sprint customer care and let me tell ya the cust. svc. integration with Nextel is far from over. We're using a new cust svc. software that is far from user friendly, and as the the third party provider that runs Sprint's cust. svc. continues to bottom line the service agent wages, there will continue to be employee churn, in turn driving service issues and cust. dissatisfaction. Observing the slow motion car wreck has been fascinating.