Certified Professional in Learning and Performance (CPLP) Practice Exam 2025 - Free CPLP Practice Questions and Study Guide

The focus of using rewards and recognition as a performance improvement solution is rooted in behavior modification theories, where reinforcing desired behaviors increases the likelihood of those behaviors being repeated. In the context of customer service representatives, providing incentives can motivate them to engage in behaviors that enhance customer satisfaction and improve overall service quality.

Rewards could come in various forms, such as monetary bonuses, recognition programs, or other incentives that acknowledge and appreciate the efforts of the representatives. This approach leverages the psychological principle that people are more likely to repeat behaviors that are positively reinforced. By creating a culture of recognition, organizations can effectively encourage customer service personnel to perform at their best, aligning their actions with overall business objectives.

Job aids, refresher training, and performance support systems do not primarily focus on the motivators of behavior change in the same way. While these methods can certainly be beneficial for improving competencies and providing necessary information, they do not emphasize the motivational aspect that rewards and recognition bring to performance improvement.