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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. In terms of the management function of leading,_____________is the source of poor customer service by most pay-TV providers.

Question

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. In terms of the management function of leading,_____________is the source of poor customer service by most pay-TV providers.

Quizplus · Accepted Answer

The passage states that the primary difference between DirecTV and other pay-TV providers is motivation. Specifically, DirecTV's customer service reps have incentives such as free satellite TV, special events with celebrities, and the power to handle complaints themselves. This suggests that DirecTV focuses on motivating its employees, which falls under the management function of leading.

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

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