Sprint/Nextel gets new Customer Care VP

[Fire14]

Sprint Nextel hires new VP for customer care

In an attempt to turn around its performance by increasing customers satisfaction, Sprint Nextel Corp. has named a new senior vice president for customer care.

Bryan DiGiorgio will “manage all of Sprint Nextel’s business and consumer customer service activities, as well as the general management of the customer care’s overall operational functions,” according to the carrier. DiGiorgio replaces company veteran Cindy Rock, who is leaving Sprint Nextel. The carrier did not give a reason for Rock’s departure.

Sprint Nextel typically rates below its national competitors in customer-care measurements.

DiGiorgio most recently held a senior operations position at Vonage Inc. and lead the service, installation, retention and direct sales operations of the Internet calling company. He has also held customer-service related positions at H&R Block and OnStar Inc., as well as working for Sprint TeleCenters in the mid-1990s.

The carrier also announced this week that it plans to increase its emphasis on early off-peak calling when it introduces revamped calling plans next week. Its advertising account is also out for review; although company officials said they are pleased with the current “Power Up” campaign, they added that they have been operating with two advertising companies since the merger and are looking to gain an edge on advertising execution.

http://www.rcrnews.com/apps/pbcs.dll...2015/1002/FREE

[Quint101]

Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1558; en; U; ssr))

Nice to hear that Sprint is concerned with CS issues. Hopefully, this will trickle down to the call center reps.

[NYCDru]

We shall see. If they can get this and marketing turned around they may actually be able to turn there reputation around.

[chamb]

Originally Posted by NYCDru

We shall see. If they can get this and marketing turned around they may actually be able to turn there reputation around.

Sprint did not give a comment as to why Cindy Rock is gone.
Maybe I am supposed to guess.
How about this guess:
Sprint's customer service is/was terrible, in the sewer and very smelly.
The best way to fix that is replace the top dog with a new top dog.
The problem was not being managed, it was going into total disarray.
Something had to be done. Heads rolled.

I might suggest that the new "top dog" better do something constructive and do it fast. Another replacement could happen pretty quick if the sewer still sticks when we next check it.

Anybody able to prove my thoughts are wrong???