Question

Congratulations! You have been hired by SuperComputers to revamp their customer service call center. Currently, they reward employees who handle the most calls in the shortest amount of time. Employees are discouraged from problem-solving and instead are directed to only do what their told. The CEO of SuperComputers is concerned about this work unit as customers are complaining about poor customer service and unresolved issues. What approach will you take to turn this call center around? What management theory or theories will you use to improve customer service?

Answer 1

By changing the reward system to help customers with their issues instead of trying to take as many calls, it will lead to better customer service. You should also get the people working in the call center retrained, that is how you should go about solving the issue.