To improve customer service, Sprint Nextel has rolled out a
number of programs that include pro-rated early-termination fees and the ability
to switch rate plans without having to renew contracts.
Sprint will give welcome calls to new customers and courtesy overage calls. Long-term subscribers will be rewarded with handset upgrades and other loyalty rewards. New customers
may try Sprint’s service “risk-free” for 30 days.
Sprint Announces New Programs to Deliver Better Customer Experience
No Contract Extensions for Rate Plan Changes, New Prorated ETFs
and Other Programs to Reward the Loyalty of Sprint Customers
Gone are the days when Sprint (NYSE:S) customers will be required to extend their contracts when changing their rate plans. Earlier this summer, Sprint became the first wireless carrier to give customers additional contract flexibility by extending its Right Plan Promise policy to six months. Beginning Monday, Nov. 12, as part of the company’s pledge to enhance the overall customer experience, customers will have even more flexibility by being able to change their rate plans without having to renew their contracts.
Plus during 2008, Sprint plans to implement a new prorated early termination fee (ETF) policy. More specific launch information and details of that policy will be announced next year.
“Giving our customers a superior experience is our first priority,” said Bob Johnson, chief service officer at Sprint. “We are introducing programs to reward our customers and show our appreciation for their business. Rewarding their loyalty is a first step in gaining their trust.”
Sprint’s new customer-friendly policies build on Sprint’s existing programs and commitment to a positive customer experience. In addition to the new contract flexibility and prorated ETF, Sprint’s programs include:
Welcome Call
Soon after a new customer activates service, a Sprint customer care representative will welcome the customer to Sprint, thank the customer for his or her business, ensure the customer feels fully informed about the product and/or plan chosen, about coverage and answer any questions. The goal is to ensure customers are fully educated about the Sprint products and services they purchased.
Overage Courtesy Call
Sprint monitors new customers’ wireless usage during the first six months of service. To ensure customers are on the right plan, Sprint will notify them the first time they have incurred significant excess voice, text or data overage charges. Customer service representatives will recommend a new plan for the customer to help them avoid future overage charges and better meet their wireless needs.
“New For You” Handset Upgrades
This valuable upgrade program offers savings to current Sprint customers on the newest, most innovative phones and connection cards. That way, long-time, loyal customers can continue to enjoy the same great services while keeping up with the latest technology. Existing customers may be eligible to receive savings of up to $150 off devices if they have been a customer for 22 consecutive months. Visit Sprint.com/upgrades for full program details and eligibility.
30 Day Risk-Free Guarantee
Sprint gives customers 30 days to try Sprint service risk-free. If a customer is not completely satisfied with Sprint, his or her service, phone or network coverage, the customer can simply return the undamaged phone and deactivate service within the 30 days. Sprint returns the customer’s activation fees and waives the early termination fees, and customers are only responsible for charges based on their actual usage.
Premier Loyalty Rewards
In early 2008, Sprint plans to enhance its customers’ experience even further by adding new and innovative reward programs for long-time customers.
ABOUT SPRINT NEXTEL
Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel is widely recognized for developing, engineering and deploying innovative technologies, including two robust wireless networks serving about 54 million customers at the end of the third quarter 2007; industry-leading mobile data services; instant national and international walkie-talkie capabilities; and a global Tier 1 Internet backbone. For more information, visit www.sprint.com.