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Ways to
EMPOWER
9Your
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 The
REINS
1
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.
Broaden and
DEEPEN
RESPONSIBILITIES
2
Broaden and
DEEPEN
2
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
3
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
4
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.
IN CREATING
CUSTOMER
EXPERIENCES
CREATIVITY
ALLOW FOR
5
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
MONITOR YOUR
EMPOWERMENT
AND
SYSTEMS
6
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
FEEDBACK
Share
customer
7
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
8
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.
CUSTOMER-
CENTRIC
Focus on being
9
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
The Ultimate Starter Guide to
Employee Empowerment
To learn more about employee
empowerment, check out our resource:
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.	
  
CustomersThatStick.com	
  
@adamtoporek
WORKSHOPS
AND TRAINING
LEARN MORE
3 FREE
CHAPTERS
GET YOUR GIFT

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