Ways toEMPOWER9Your Employees

Employee empowerment enhances experiences by giving employees more autonomy and authority to help customers in real time.

These 9 tips will help you create a more empowered team.

Brought to you by CTS Service Solutions© Copyright 2015. CTS Service Solutions. All Rights Reserved.

Loosen TheREINS

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Loosen TheREINS

1Too many interactions fail because employees can’t act. Reduce the hassle-factor for your customers by empowering your team to take action.

Broaden andDEEPENRESPONSIBILITIES

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Broaden andDEEPEN

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RESPONSIBILITIES

Job Enlargement: Include more responsibilities at the same level. Job Enrichment: Include responsibilities typically found at a higher level.

YOUR TEAM

TRUST

DEMONSTRATE THAT YOU

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YOUR TEAM

TRUST

3

DEMONSTRATE THAT YOU

Teams must understand that they can take action for customers without negative repercussions. Team members need to feel psychologically empowered.

CUSTOMER ISSUES

SOLVING

PROVIDE AN ALLOWANCE FOR

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CUSTOMER ISSUES

SOLVING

PROVIDE AN ALLOWANCE FOR

4Giving employees the financial authority to resolve issues on the spot can help prevent issue escalation. Check out Ritz Carlton’s $2,000 Rule for more.

IN CREATING CUSTOMER EXPERIENCES

CREATIVITYALLOW FOR

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IN CREATING CUSTOMER EXPERIENCES

CREATIVITYALLOW FOR

Empowered employees often find creative solutions and inventive ways to create amazing experiences. Creative employees created many of these stories!

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MONITOR YOUR EMPOWERMENT ANDSYSTEMS

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MONITOR YOUR EMPOWERMENT ANDSYSTEMS

It’s easy for systems designed to empower to fall into disuse. Left unmonitored, empowerment strategies can easily get off track.

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FEEDBACK

Share customer

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FEEDBACK

Share customer

Customer feedback can be used as a coaching tool to improve employee performance. It can also show where more empowerment might be useful. 7

DECISION- MAKING

Collaborate on

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DECISION- MAKING

Collaborate on

8Involve employees in developing their empowerment. Otherwise, you may find the autonomy you give them is not the autonomy they need.

CUSTOMER- CENTRIC

Focus on being

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CUSTOMER- CENTRIC

Focus on being

Autonomy and authority are useless if employees don’t have the desire to use them. Empowerment works best in a customer-centric culture.

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The Ultimate Starter Guide to Employee Empowerment

To learn more about employee empowerment, check out our resource:

ADAM TOPOREKAdam  is  the  author  of  Be  Your  Customer’s  Hero:  Real-­‐World  Tips  &  Techniques  for  the  Service  Front  Lines  (2015),  as  well  as  the  founder  of  the  popular  Customers  That  Stick®    blog.  

He  is  a  speaker  on  customer  service  and  customer  experience.  Adam  is  also  the  owner  of  CTS  Service  Solutions,  a  consultancy  specializing  in  high-­‐energy  customer  service  workshops  that  teach  frontline  teams  how  to  deliver  Hero-­‐Class®  customer  service.  

CustomersThatStick.com  @adamtoporek

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