Chapter 5: Empowerment

1. 1. What are the steps recommended for empowering customer service providers?

Answer explanation

The steps for empowering customer service providers include painting a picture of what the organization hopes to accomplish, allowing workers to own their empowerment choices, giving them responsibilities they can handle, providing feedback on their choices, refraining from punishing mistakes but instead retraining, and creating an environment where employees feel safe to take empowerment chances.

2. 2. Can you provide examples of empowerment initiatives in customer service settings?

Answer explanation

Examples of empowerment initiatives in customer service settings include a local bank allocating money to compensate customers and a utility company giving customer service providers the authority to grant special payment arrangements to customers in need, as well as sending personalized cards to customers.

3. 3. How can businesses train customers to become better coproducers in the service delivery process?

Answer explanation

Businesses can train customers to be better coproducers by providing simple instructions on forms to be completed, explaining the benefits of coproduction to customers, and telling customers why they should want to be coproducers.

4. 4. How can businesses create a culture of empowerment in customer service?

Answer explanation

Businesses can create a culture of empowerment in customer service by identifying the necessary steps for empowerment, listing the mission and purpose statement, reviewing the involved parties, seeking to empower those that support empowerment, and evaluating the system's effectiveness after implementation.

5. 5. What techniques can help customers become better coproducers in the service delivery process?

Answer explanation

Techniques to help customers become better coproducers include asking telephone callers to be prepared with necessary information and repeating important information to ensure accuracy and efficiency in service delivery.