The Number One Reason People Are Calling Customer Care

When Sprint went bankrupt, it was a massif scattered company with two separate cultures. The customer service declined and customers couldn't get somebody to answer their phone call when they called sprent for service. So i held sales responsible for getting that number down. I held customer care responsible for repeat calls. And after closing 30 call centers, we were answering the phone a lot faster than before. We took two billion dollars a year out of our customer service costs.