Too many organizational leaders are scared of employee empowerment, often coming from cultures of command and control; fearing what can happen if they give up that control.
However, the greatest customer experience companies empower their teams to solve issues in real-time, resulting in more satisfied customers and fewer escalated issues.
On this week’s #WorkTrends show, our special guest, author and customer service expert, Adam Toporek spoke about customer service examples from Starbucks, Ritz Carlton and his own experience as a small business owner.
Here are a few key tips Adam shared:
- It is crucial for employees to remove the hassle from customer service
- Empowered employees are more dedicated to their jobs and more satisfied with their work
- Empowered employees are more confident and it shows in their customer interactions
Missed the show? You can listen to the #WorkTrends podcast on our BlogTalk Radio channel here.
You can also check out the highlights of the conversation from our Storify here:
Didn’t make it to this week’s #WorkTrends show? Don’t worry, you can tune in and participate in the podcast and chat with us every Wednesday from 1-2pm ET (10-11am PT). Next week, on Aug. 31, host Meghan M. Biro will be joined by Mike Lindstrom to discuss the impact of meaningful communication.
The TalentCulture #WorkTrends conversation continues every day across several social media channels. Stay up-to-date by following the #WorkTrends Twitter stream; pop into our LinkedIn group to interact with other members; or check out our Google+ community. Engage with us any time on our social networks, or stay current with trending World of Work topics on our website or through our weekly email newsletter.