John Tschohl
John Tschohl
John Tschohlis an author and president of Service Quality Institute. He is an American business consultant and Customer Service Strategist...
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Recognition is another important element of empowerment. Employees who make empowered decisions should be recognized and rewarded. Celebrate them. Feature them in the company publication. Give them a prime parking spot near the front door for a week. Throw a pizza party. By doing so, you are sending a message to the rest of the workforce that empowerment is important.
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They think customers are liars and cheats and, if given the chance, will rip off the company. To prevent that from happening, they develop ridiculous rules, policies, and procedures.
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They fear that, if employees are empowered to make decisions, their roles in the organization will be diminished or eliminated.
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It 's solving a customer's problem or complaint and sending him out the door feeling like he has just done business with the greatest company on earth. It's taking an unhappy customer from hell to heaven in 60 seconds or less.
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What we're talking about is improving customer service. Virtually any company can benefit from this.