Empowerment: To enable or permit customer service providers to make a
range of decisions to assist their customers.
Importance of a mission and Purpose Statement
All businesses that deal with customers should have an official
mission and purpose statement.
Purpose: The reasons for the organization's existence.
Mission: The means by which the organization will fulfill its purpose.
Empowerment = Opportunity
Empowerment is a true opportunity.
Empowerment frees the time of supervisors who may otherwise be
less productive because they have to deal with issues that could be
handled more quickly by the customer service providers.
Steps to Empowering Customer Service Providers
1. Paint a picture of what you hope to accomplish.
2. Allow workers to own their empowerment choices.
3. Reward and recognize positive examples and results of
4. Commit for the long haul.
Coproduction: When customers participate in providing at least a part of
their own customer service.
Self-sufficiency: Customers using systems in place to meet their own
service needs at a level that results in satisfaction.
Examples of Coproduction Salad bars
Free beverage refills that you get yourself
Self-service copy shops
Car washes valid for seven days
Completion of medical and insurance information while waiting for
Availability of your account number o