Empower employees:
Empowerment means giving employees the desire, skills, tools, and authority to serve the customer. While the key to empowerment is giving employees authority to make decisions on the customer’s behalf, authority alone is not enough. Employees need the knowledge and tools to be able to make these decisions and they need incentives that encourage them to make the right decisions. Organizations are well suited to empowerment strategies to ones in which (1) the business strategy is one of differentiation and customization, (2) customers are long-term relationship customers, (3) technology is nonroutine or complex, (4) the business environment is unpredictable, and (5) managers and employees have high growth and social needs and strong interpersonal skills.
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