Customer Service Empowerment & Ownership

In organisations, customer service empowerment means giving workers the independence to assume more dynamic and responsible roles. This is made possible by strengthening the effectiveness of the employees by sharing data, authority and duties with them to deal more responsibly with their own work. In terms of organisational culture, empowerment is identified by individual autonomy measurement.

Most organisations realise that even the best customer service strategies can fail if customer service representatives don't perform their roles well. The workforce is the soul of the organisation and the essential point of contact with the customers.

Workers have a major role to play with customers to render them loyal to and reliable for their organisation. In the event of poor service, the point is not to judge your representatives’ performance but to work out the reasons for it.

Workers in a service organisation, especially those who deal directly with the customers, are the representatives of the organisation and its products and services. They can display a positive or negative picture to the customers they deal with and can play a significant part in the customer’s enjoyment of the experience or his/her decision to turn to the competitors for better service.

This unit provides a comprehensive overview of the concept of empowerment and ownership and explains how empowerment impacts on customer retention.

Its content primarily focuses on the concept of ‘valued people value customers’ and the development of a set of discretionary awards. You will discover how empowerment is appropriate for all organisations.