Empowering Customer Service
COURSE OVERVIEW
This module examines what happens when you empower individuals and teams. Learn from industry leaders and the surprising policy Ritz Carlton employs to strengthen their business through autonomy and empowered decision-making.
KEY CONCEPTS
Micromanagement stifles great customer service.
Close management ≠ micromanagement
Zappos, the WOW customer experience and a 10-hour call
The Marriot $2,000 Rule
Empowering employees to make outside-the-box decisions…as long as it’s in the customer’s best interest
Customer loyalty can result from empowered employees
“You can’t buy that kind of marketing”
How to practice empowerment at work
LEARNING OBJECTIVES
Compare the most common outcomes of micromanagement as compared to an empowered culture.
Analyze current culture and determine at least 4 ways to increase team and individual empowerment.
Construct an individual or team plan to implement a variation of the $2,000 rule.
Explore ways to empower teams to create outstanding customer experiences