From the course: Managing a Customer Service Team
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Exploring how incentives can hurt service
From the course: Managing a Customer Service Team
Exploring how incentives can hurt service
- Many customer service managers rely on incentives to motivate employees to work harder, faster, or better. These incentives include cash, prizes, or even extra time off. Let's start by looking at some of the ways incentives can lead to poor service. One is gaming. Employees may be tempted to bend the rules or work against the spirit of the incentive to earn the prize. Retail associates have been caught submitting fake surveys to earn an incentive for high survey scores. Auto mechanics have recommended unnecessary repairs to earn an incentive for upselling additional services. Call center agents have refused to cancel customer accounts to earn an incentive for customer retention. Another problem caused by incentives is begging. Employees will sometimes plead with customers to help them earn an incentive. You may have encountered this with customer service surveys. It's now become a common practice for employees to ask…
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