Wanna see the gory insides of America’s worst customer service operation? Then read my new investigative feature “Sprint’s Wake-Up Call,” which takes readers inside the call centers of Sprint Nextel. It’s a whopper based on interviews with 12 current and former employees, U.S. officials, business professors, customers and reviews of court documents.
In the story, new Sprint CEO Dan Hesse also reveals for the first time his plans to turn around the company’s service rep. “We’re beginning to improve customer service already,” Hesse told BusinessWeek. “There will be a lag between when it improves and when the world knows that Sprint’s customer service has improved. There’s always a perception lag.”