Recognizing an unintended incentive
A fictional support team is rewarded only for closing the greatest number of tickets each day. Which unintended behavior should management watch for?
A
The automatic elimination of all employee tradeoffs.
B
Proof that customer satisfaction no longer needs to be measured.
C
Prematurely closing difficult tickets without resolving customers’ problems.
D
A guarantee that every closed ticket represents a durable solution.
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