Repairing Jobs that fail to satisfy

What is the primary concern of Lee Reynaldo regarding DrainFlow?

• High employee turnover

• Low employee wages

• Rising customer complaints

• Increased competition from Lightning Plumber

What does Reynaldo propose to improve employee performance?

• Reducing work hours

• More training programs

• Cash rewards based on performance

• Hiring more staff

What is one of the Big Five personality traits useful for customer service?

• Openness

• Neuroticism

• Conscientiousness

• Agreeableness

What is a potential disadvantage of using financial incentives?

• Potential for unethical behavior

• Higher employee retention

• Increased employee satisfaction

• Improved customer service

What is one way to assess the effectiveness of the reward system?

• Evaluate training programs

• Track customer satisfaction levels

• Measure employee turnover rates

• Count the number of employees