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9 Ways to Empower Your Employees

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Empowered employees bring a wealth benefits to an organization, from better reactive service to more satisfied teams, yet too many organizations still fail to empower employees in even the simplest of ways. Using principles from our resource, The Ultimate Starter Guide to Employee Empowerment, this presentation shows organizational leaders nine key ideas for empowering employees to provide better customer experiences.

Published in: Business
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9 Ways to Empower Your Employees

  1. 1. Ways to EMPOWER 9Your Employees
  2. 2. 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.
  3. 3. Loosen The REINS 1
  4. 4. Loosen The REINS 1 Too many interactions fail because employees can’t act. Reduce the hassle-factor for your customers by empowering your team to take action.
  5. 5. Broaden and DEEPEN RESPONSIBILITIES 2
  6. 6. Broaden and DEEPEN 2 RESPONSIBILITIES Job Enlargement: Include more responsibilities at the same level. Job Enrichment: Include responsibilities typically found at a higher level.
  7. 7. YOUR TEAM TRUST DEMONSTRATE THAT YOU 3
  8. 8. 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.
  9. 9. CUSTOMER ISSUES SOLVING PROVIDE AN ALLOWANCE FOR 4
  10. 10. CUSTOMER ISSUES SOLVING PROVIDE AN ALLOWANCE FOR 4 Giving 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.
  11. 11. IN CREATING CUSTOMER EXPERIENCES CREATIVITY ALLOW FOR 5
  12. 12. IN CREATING CUSTOMER EXPERIENCES CREATIVITY ALLOW FOR Empowered employees often find creative solutions and inventive ways to create amazing experiences. Creative employees created many of these stories! 5
  13. 13. MONITOR YOUR EMPOWERMENT AND SYSTEMS 6
  14. 14. MONITOR YOUR EMPOWERMENT AND SYSTEMS It’s easy for systems designed to empower to fall into disuse. Left unmonitored, empowerment strategies can easily get off track. 6
  15. 15. FEEDBACK Share customer 7
  16. 16. 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
  17. 17. DECISION- MAKING Collaborate on 8
  18. 18. DECISION- MAKING Collaborate on 8 Involve employees in developing their empowerment. Otherwise, you may find the autonomy you give them is not the autonomy they need.
  19. 19. CUSTOMER- CENTRIC Focus on being 9
  20. 20. 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. 9
  21. 21. The Ultimate Starter Guide to Employee Empowerment To learn more about employee empowerment, check out our resource:
  22. 22. ADAM TOPOREK Adam  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.  
  23. 23. CustomersThatStick.com   @adamtoporek WORKSHOPS AND TRAINING LEARN MORE 3 FREE CHAPTERS GET YOUR GIFT

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