TITLE

Nextel emphasizes Service Done Right

AUTHOR(S)
McGough, Steve
PUB. DATE
March 2006
SOURCE
Communication World;Mar/Apr2006, Vol. 23 Issue 2, p38
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article reports that to continue growing and delivering value to stakeholders, cellular provider Sprint Nextel Corp. developed and implemented a company wide initiative in 2004 that focused on improving customer satisfaction. Nextel understood that providing a superior customer experience not only sets a company apart from the pack, it also has a dramatic impact on the bottom line: It costs five times as much to replace a customer who leaves than to maintain an existing one. Nextel's Service Done Right program would make customer service a competitive differentiator for the company. Employees who work face-to-face with customers regularly receive customer service training, but back-office employees also needed to recognize their responsibility for the customer experience if the company was to succeed. Since one of the program's key messages was that customer service is every employee's business, the majority of the communication plan and business strategy was aimed at an all-employee audience, including all levels of management and all functional groups.
ACCESSION #
20203914

 

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