Importance Of Empowering People In Services
An organization that emphasizes customer service needs people at the frontline to do the service, to use discretions be concerned about the customer, to take initiative to provide satisfaction through exceptional service. The person at the front must fell empowered to do in the circumstances. Empowering cannot be done through a formal delegation of authority. A person with authority may not exercise that authority, if he does not feel empowered.
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