Too many customer experiences are ruined by one simple problem: frontline reps are not empowered to solve customer issues on the spot.
Easy-to-resolve, minor issues soon become difficult-to-resolve major issues because an employee was constrained by policy, process, or simply bureaucracy.
The customer, who just wanted a simple fix, now has to jump through hoops to get her issue resolved. A $5 problem just became a $500 problem — or a $5,000 problem depending on the lifetime value of the customer.
An empowered employee, who had the authority and autonomy to take care of the customer in real time, could have made the difference.
Empowered employees bring a wealth benefits to an organization, from better reactive service to more satisfied teams, yet too many organizations still fail to empower employees in even the simplest of ways.
Using principles from our resource, The Ultimate Starter Guide to Employee Empowerment, this presentation shows organizational leaders nine key ideas for empowering employees to provide better customer experiences.
You can view the SlideShare here or click through the embedded presentation below.
For more on employee empowerment, check out The Ultimate Starter Guide to Employee Empowerment.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.