The document provides nine tips for empowering employees to enhance customer experiences, focusing on giving them autonomy and authority. Key strategies include broadening responsibilities, providing financial authority for issue resolution, allowing creativity, and monitoring empowerment systems. A customer-centric culture is emphasized as essential for effective empowerment.

1. Ways to
EMPOWER
9Your
Employees

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. Loosen The
REINS
1

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. Broaden and
DEEPEN
RESPONSIBILITIES
2

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. YOUR
TEAM
TRUST
DEMONSTRATE
THAT YOU
3

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. CUSTOMER
ISSUES
SOLVING
PROVIDE AN
ALLOWANCE FOR
4

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. IN CREATING
CUSTOMER
EXPERIENCES
CREATIVITY
ALLOW FOR
5

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. MONITOR YOUR
EMPOWERMENT
AND
SYSTEMS
6

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. FEEDBACK
Share
customer
7

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. DECISION-
MAKING
Collaborate on
8

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. CUSTOMER-
CENTRIC
Focus on being
9

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. The Ultimate Starter Guide to
Employee Empowerment
To learn more about employee
empowerment, check out our resource:

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. CustomersThatStick.com
@adamtoporek
WORKSHOPS
AND TRAINING
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