From the course: Leading a Customer-Centric Culture

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How to empower employees for customer-centricity

How to empower employees for customer-centricity

From the course: Leading a Customer-Centric Culture

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How to empower employees for customer-centricity

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- Empowerment can be scary. On one hand, we want to enable employees to do the right thing for our customers without having to ask for permission. On the other hand, customer service leaders often worry about employees doing the wrong thing by being overly generous or acting inconsistently. One thing that helps is to establish a clear definition of empowerment. Empowerment doesn't mean allowing employees to do whatever they want. It means enabling them to deliver service that's consistent with our customer service vision. Empowered employees need resources to serve their customers, best known procedures for serving consistently and efficiently, and the appropriate level of authority to handle unusual or unexpected situations. Let's start with resources. We need to give employees the resources necessary to fulfill the vision. For example, a cable company was using six different billing systems to service its customers. This made it very difficult to reconcile customer billing issues…

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