From the course: Managing a Customer Service Team
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Empowering employees
- Outstanding customer service often comes down to empowered employees. They'll find a way to do the right thing when they're able to adapt to each unique situation. On the other hand, service failures are bound to happen when employees are constrained by senseless policies or rigid rules. This video takes a close look at empowerment. We'll explore reasons why leaders don't always empower their employees, and we'll look at ways to give your employees the freedom to do what's right. Let's start with some reasons why employees aren't empowered. See if any of these apply to your organization. One reason is fear. Companies are afraid that employees will give away the store if they're allowed to do whatever they want to serve customers. Another reason is consistency. If an employee does something special for one customer, doesn't that mean we have to do the same thing for all customers? That brings us right back to…
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