Question

In: Operations Management

How is customer service and employee empowerment intertwined? Consider what customer service is as well as...

How is customer service and employee empowerment intertwined? Consider what customer service is as well as employee empowerment. I need an example of a company that does both well?

Solutions

Expert Solution

Customer service and employee empowerment have always enjoyed mutual respect for each other and have reinforced each other. Customer service and employee empowerment have always created a value proposition for companies. Great companies are characterized by absolute employee empowerment which then gets reflected in the employee loyalty resulting in great customer service experience.  Human resources when given autonomy and empowerment will make sure that customer service remains something that creates a networking effect for the people. When service experience is not great, blaming your product is the last option and you start pointing fingers at how we can correct our human resources and make them more customer-centric and the best way to do so is to empower your personnel.

Customer service involves interacting with the people and the customers and if our employees are well-off, it creates a sense of ownership among employees and they pull up socks to make sure that our services result in great customer experience.

Example

McDonald's was once battling with disappointed customers. has revamped its customer service strategy and has empowered its employees across the globe which has delivered value for this organization. The fast-food giant, has aggressively and on the war-footing basis asked its franchisees to empower its staff. McDonald's has set its agenda clear of delivering great customer experience by integrating it with job empowerment, enrichment and employee motivation. Because when employees are satisfied and feel motivated with their job, they translate and practice it in terms of great customer experience.

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