1. In what ways might your teams compensation plan contribute to the customer service problems? Purpose: The purpose of this exercise is to give you practice developing an incentive plan.

Required Understanding: Be thoroughly familiar with this chapter, and read the following:

Express Auto, an automobile mega-dealership with more than 600 employees that represents 22 brands, has just received a very discouraging set of survey results. Customer satisfaction scores have fallen for the ninth straight quarter.

Customer complaints include:

It was hard to get prompt feedback from mechanics by phone.

Salespeople often did not return phone calls.

The finance people seemed pushy.

New cars were often not properly cleaned or had minor items that needed immediate repair or adjustment.