INSIDE
THIS EDITION..
Emotional Experience
|
 |
PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
|
|
Empowerment - How Far Dare You Go?
More companies than ever are releasing staff from strict rules and providing more freedom to act on their own initiative, allowing them to provide real service in response to customer needs. But how far can you go and what happens if you go too far?
Empowerment is not a new concept in customer service but Don Hales, founder and chairman of the judges of the National Customer Service Awards, has discovered from this year's finals that more companies than ever are releasing staff from strict rules and providing more freedom to act on their own initiative, allowing them to provide real service in response to customer needs. But how far can you go and what happens if you go too far? In this article Don relates the experiences of several of this year's finalists and winners, who have benefited from empowering their staff.
Click here to view whole article (pdf format)
|
|
