Pay TV One Industry with a Reputation for Less­than­stellar Customer Service Is

question 116

Multiple Choice

Pay TV
One industry with a reputation for less­than­stellar customer service is that of the nation's pay­TV providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer service functions to vast call centers that hire low-paid, poorly trained employees who lack any incentive to care about faceless customers. There is one exception to that rule-DirecTV, which has the best customer service record in the industry even though it, too, uses outsourcing. The primary difference between DirecTV and other pay-TV providers is motivation. The customer service reps get free satellite TV at their homes after three months on the job. The call reps are invited to special events and given the opportunity to mingle with NFL stars
and television celebrities. In addition, the reps were given the power to handle customer's complaints themselves,
_{rather than simply acting as listeners.}
-_{122. Refer to Pay TV. According to , employees at most call centers would likely believe they are being treated}
Unfairly compared to DirecTV employees.

• A) expectancy theory
• B) trait theory
• C) goal-setting theory
• D) reinforcement theory
• E) equity theory

Explain the role of attachment in child development, including the effects of secure and insecure attachments.

Discuss the impact of gender and societal roles on children's preferences and behaviors.

Describe key milestones in emotional and social development, including emotional regulation, stranger anxiety, and attachment processes.

Understand the concept of excise taxes and their impact on market prices.

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Definitions:

General John Sullivan's

A reference to John Sullivan, an American general during the Revolutionary War known for his leadership in several key battles and campaigns.

George Washington's

Pertaining to the first President of the United States, often related to his leadership, policies, or personal life.

Iroquois

A confederacy of Native American tribes originally from the northeastern United States, known for their influential political and social structures.

Lord Dartmouth's

Pertaining to or associated with William Legge, the 2nd Earl of Dartmouth, an English nobleman involved in colonial American affairs pre-Revolution.