Pay TV
One industry with a reputation for less-than-stellar customer service is that of the nation's pay-TV 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. In terms of the management function of leading, ____ is the source of poor customer service by most pay-TV providers.
A) strategic planning
B) tactical implementation
C) motivation
D) communications
E) autonomy

Question

Quizplus · Accepted Answer

The source of poor customer service by most pay-TV providers is their lack of motivation. The industry has outsourced customer service functions to call centers with low-paid, poorly trained employees who lack any incentive to care about customers. DirecTV, which has the best customer service record, motivates their customer service reps by offering perks such as free satellite TV, invitations to special events, and the power to handle customer complaints themselves. Therefore, motivation is the key factor that differentiates DirecTV from other pay-TV providers.

Pay TV One Industry with a Reputation for Less-Than-Stellar Customer Service Is