From the course: Customer Service: Managing Customer Feedback
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Empowering individuals to act
From the course: Customer Service: Managing Customer Feedback
Empowering individuals to act
- There are three essential components to empowering employees to make good decisions. Let's look at them here. One is to instill a deep understanding of how to respond to feedback. Here are questions that every person should be equipped to answer. What's the right thing to do in different situations? How do I escalate issues if necessary? To whom do I reach out? How and where do I capture information on feedback on our response that will enable the organization to make overall improvements? Training and coaching should be squarely focused on these issues. Organizations that do a great job with this create scenarios and role-plays. You won't be able to anticipate or train on every unique issue that comes along, so your employees will need to know how to make good decisions. The second essential component is empowerment. You can't expect your employees to be effective unless they have the authority and the means to act to make decisions. For years, Ritz Carlton has given staff $2,000…
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