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Old 09-14-2007, 01:35 PM   #1
26kick
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How do I get ahold of a 'particular' supervisor at Sprint?

A month ago, I had the rare experience of being totally taken care of by a supervisor on the phone at Sprint. "James" made me feel good about Sprint and corrected the issues at hand without delay. Wow, I know, sounds strange but true.

When I asked him how I could get ahold of him, he gave me his 'number', which I believe they call a login ID and said that I could call *2 and get them to email him at that number, and that then he would call me. Well, I need to speak to him again and I did that very thing last Monday. I haven't heard from him.

Can anyone tell me otherwise how I can use that ID number to get ahold of James?

I've been a Sprint customer since '97 and this one of the things that I've found most frusterating....when you find someone in customer service whom you have a good rapport with, you can never contact them again for any reason, even to say thanks.

Any insight would be much appreciated! Thanks,

26kick
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Old 09-14-2007, 02:02 PM   #2
kulnet
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My mom tried to do the same thing but the supervisor told her that there was no way they could guarantee that she could get back to them. He told her that it truly is luck of the draw. Or, in most cases, bad luck.
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Old 09-14-2007, 02:59 PM   #3
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This is EXACTLY what is wrong with Sprint. You can sometimes identify a very good or very bad employee. But you can never get in touch with them. Sprint makes it very easy for a bad employee to function in the company. A Good employee has to put up with a boatload of crap that a bad employee will push off and ignore. Nobody is accountable.
Make employees give their name and extension number and watch things start to change.

Allow the public to contact a CSR or Supervisor when something good or bad happens.
This would shake up thing quickly. It would also improve things quickly. Make a CSR give their name, extension and their supervisors name & extension upon request.
This might cause havoc for a few weeks, but in the end things would be much better.
Even a supervisor should be required to give full identity and also provide their supervisors name and extension. Why should Sprint keep identities secret. Even the stockers at Wal-Mart wear a name tag. Nothing wrong with that.
A bad employee or supervisor that has to provide their name might suddenly realize they better straighten up or leave. If you do your job correctly, you should be proud to give your name.

Comments welcome.
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Old 09-14-2007, 04:41 PM   #4
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I've given my @sprintpcs.com email address out to very few (less than 10 in 2 years) customers when their situation was a mess and would be really frustrating for another rep to jump in the middle and was going to need alot of followup. That's not a "work" email though - its just from my personal cell phone account but since we are allowed to access Sprint's website at work, it is ok. We've been told that if you work for a real Sprint call center then you get an email address, but most centers are vendor sites and agents don't get personalization (email, extensions, assigned seating, etc) Supervisors do but not agents.

About the original question... if you get an agent who is willing (or knows how) you can have them look up the login ID of the person you talked to and that will tell them what call center they work in and who their direct supervisor is. However there is only 3-4 centers that have direct numbers posted on the phone lists.

GL !
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