The Power of Empowerment

The other day I did not have such positive customer service. I wanted to change my purchase and after confirming the receipt, I realized I could not because it had been more than seven days. This experience forced me to revise a concept that I have often shared with my clients and students – VET.

The Human Resources Committee is a management and leadership philosophy that supports and encourages team support to improve organization. This means that members have the power, knowledge and authority to make certain decisions, including a reasonable exception, when it is for the benefit of the company. Finally, owners and managers still have the same responsibility for leadership and responsibility.

It is a delicate balance that formulates policies and procedures that are customer-friendly and protect the company from financial loss and more. I think it's almost impossible to provide our customers with unusual services if we have not provided our employees with excellent authority to deal with unexpected conditions in a customer-friendly way.

There are many benefits to the organization in deciding to strengthen their employees. I have described three main benefits of VET.

1) Faster, more customer-oriented service. When employees have the power to make decisions regarding customer service, it's usually work-win. In the case of my policy to come back – if CSR had the power to accept a seven-day policy, I would have made the trip to the store, replaced and traded for more items. As a policy, they do not have to exchange the sweater, not offered to waive when I asked and by chance I did not make a further purchase (and probably not).

2) Selected workers take care of more. Employees who believe their input is assessed and apparently is fully committed to the organization. Selected employees are motivated and better participants.

3) Strength acquires the general culture of the organization. Companies that empower employees function as a team and not dictatorship. Selected cultures usually have better retention of employees who also work to build a strong team environment. This positive culture affects everyone from managers to outside clients.

I hope we can acknowledge that the likelihood of customer success is basically based on whether employees can take responsibility for daily problems. It is only when the institution works as a group that returns the actual benefits of VET.


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