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

question 126

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.
-Refer to Pay TV. Providing free satellite television to call reps after three months of employment is an example of a(n) ____.

• A) extrinsic reward
• B) absolute reinforcement
• C) valence motivator
• D) intrinsic reward
• E) overreward

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Definitions:

Pay Plans

Systems or structures used by organizations to compensate employees, including wages, salaries, bonuses, and incentives.

Stock Plan Types

Various programs offered by companies to employees, allowing them to purchase company shares at favorable terms, such as Employee Stock Ownership Plans (ESOPs) or Stock Option Plans.

Suggestion Systems

Formal mechanisms within organizations where employees can propose ideas or improvements, often aimed at increasing efficiency or solving problems.

Problems

Challenges or obstacles that need to be addressed or resolved.