Sprint Announces New Programs to Deliver Better Customer Experience

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Thursday, 08 November 2007

Sprint Announces New Programs to Deliver Better Customer Experience

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No Contract Extensions for Rate Plan Changes, New Prorated ETFs and Other Programs to Reward the Loyalty of Sprint Customers

OVERLAND PARK, Kan.--Nov. 7, 2007--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 (EVDO 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.

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.


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Last Updated ( Thursday, 08 November 2007 )
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