Straitjacket Customer Service You might not want to put the fact that you won the Straightjacket Award on your resume unless you worked for Rackspace, a Texas company that specializes in hosting websites. At Rackspace, the coveted straightjacket Award is won by the employee who best delivers fanatical customer support, one of the firms critical success factors. The company motivates its customer service representatives by dividing them into teams, each responsible for its own profitability. The company then measures such things as customer turnover, up-selling, cross-selling, and referrals. The team with the highest scores wins the Straightjacket Award and each member receives a 20 percent bonus. You professor has hired you as the employee relationships manager for your class.

1. What type of award would you create to help increase class participation?

2. What type of award would you create to help increase the overall average on exams?

3. What type of award would you create to help increase student collaboration?

4. Be sure to name your awards and describe their details. Also, what type of metrics would you create to measure your awards?

5. How could a CRM system you your implement your awards?