Did Sprint make a good move when they dropped 1,000 customers because they were “excessive” complainers?
We have to look at the pros and cons of this.
Sprint just upset 1,000 people, but obviously they were unhappy or disturbed to begin with.
Sprint now has much more time to dedicate to customers with legitimate problems versus customers that had nothing better to do then to complain as much as 40 times a month.
So it seems all good for Sprint, yet this sudden simultaneous drop of customers still bothers me. What was the customers’ problem….were there any similarities among all of the customer complaints. Why drop all these customers at once?
My guess was to send a message, but was it the best way to do it?
Comments
This entry is filed under Ethics, Social Responsibility. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
[...] Business Ethics and Customer Service in the Wireless Phone Industry | Ethics in BusinessEthical Dilemmas in childcare: Profit comes at a cost [...]