Question

Situation: When Jeff Weitzen took over Gateway, he instituted a new policy to save money on customer service calls. "Reps who spent more than 13 minutes talking to a customer didn't get their monthly bonuses," writes Katrina Brooker (Business 2.0, April 2001). "As a result, workers began doing just about anything to get customers off the phone: pretending the line wasn't working, hanging up, or often—at great expense - sending them new parts or computers. Not surprisingly, Gateway's customer satisfaction rates, once the best in the industry, fell below average."

Workers are engaging in____________________.

Answer 1

The workers in this situation are engaging in deceptive practices to quickly end customer service calls and avoid exceeding the time limit set by their employer, Jeff Weitzen.

Step-by-step explanation:

The workers in this situation are engaging in deceptive practices. They are pretending that the customer service line is not working, hanging up on customers, or sending them unnecessary parts or computers in order to quickly end the call and avoid exceeding the 13-minute limit set by Jeff Weitzen at Gateway. These practices were implemented to save money on customer service calls, but they led to a decrease in customer satisfaction.