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Sprint Teaching Customers How To Use Cellphones

Discussion in 'Wireless News' started by Ddeere2, Sep 9, 2008.

  1. Ddeere2

    Ddeere2 Senior Member
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    NEW YORK - Sprint Nextel Corp. is making a big push to help customers understand their phones, creating a formal program to make store employees available to explain their products and set them up for buyers.

    The campaign to be announced Tuesday is the first official program for in-person help by a cell carrier, but is similar to moves in the wider consumer electronics industry to demystify gadgets through one-on-one contact.

    Sprint closed all of its 1,219 stores on Sunday Aug. 17 to train its employees for the "Ready Now" program. The goal is that customers should leave stores with their phones "completely set up and personalized," said Kim Dixon, Sprint's senior vice president of stores.

    Sprint to help customers understand their phones - Yahoo! News
     
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    #1 Ddeere2, Sep 9, 2008
  2. Yankees368

    Yankees368 Compulsive Signal Checker
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    HA! Most in store employees have enough trouble telling you what a phone is, none the less how to use it. I can't imagine this working well.
     
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    #2 Yankees368, Sep 9, 2008
  3. budney

    budney Resident Headbanger
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    I would be mad if I was a store manager and had to close my store for one day on a weekend to train my employees on something they should already know. If Sprint wants to change their customer service for the better they should make the store managers accountable for their stores performance.
     
    #3 budney, Sep 9, 2008
  4. Ddeere2

    Ddeere2 Senior Member
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    I didn't write a response earlier as I saw it on my way out of my house this morning, but this doesn't surprise me. We had some Sprint reps come to our training class and I was asked about some phones if they could tether and they told me no, none of Sprin'ts phones can tether. I knew it was a matter of time before this was bound to happen. I know at the local AT&T store they do show the customers how to use their phones before they leave. I guess this is part of Hesse's plan to turn a new leaf for Sprint.
     
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    #4 Ddeere2, Sep 9, 2008
  5. SmArTeStChIlD421

    SmArTeStChIlD421 Silver Senior Member
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    Customer service really is part of the face of the company and Hesse is making every effort to fix this perfectly.
     
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    #5 SmArTeStChIlD421, Sep 12, 2008
  6. WirelessBeachBum

    WirelessBeachBum Soylent Green is People
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    Sounds like they took a play out of Starbucks playbook... of course a month after Starbucks closed it's stores for a day for retraining they announced massive store closures.
     
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    #6 WirelessBeachBum, Sep 13, 2008
  7. AnthroMatt

    AnthroMatt Big Meanie
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    I saw this service in action last week. A Sprint employee was trying to help someone figure out how to set up his email on the INstinct he was buying. She couldn't get it to work and couldn't answer half his other questions.

    IMO, you shouldn't implement any kind of change if you are not fully (within reason) able to support it. Of course there will always be one or two questions that might stump an employee, but it was clear this employee was in over her head.
     
    #7 AnthroMatt, Sep 14, 2008
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