9 ways to empower your employees
TRANSCRIPT
Ways toEMPOWER9Your Employees
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.
Loosen TheREINS
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Loosen TheREINS
1Too many interactions fail because employees can’t act. Reduce the hassle-factor for your customers by empowering your team to take action.
Broaden andDEEPENRESPONSIBILITIES
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Broaden andDEEPEN
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RESPONSIBILITIES
Job Enlargement: Include more responsibilities at the same level. Job Enrichment: Include responsibilities typically found at a higher level.
YOUR TEAM
TRUST
DEMONSTRATE THAT YOU
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YOUR TEAM
TRUST
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DEMONSTRATE THAT YOU
Teams must understand that they can take action for customers without negative repercussions. Team members need to feel psychologically empowered.
CUSTOMER ISSUES
SOLVING
PROVIDE AN ALLOWANCE FOR
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CUSTOMER ISSUES
SOLVING
PROVIDE AN ALLOWANCE FOR
4Giving 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.
IN CREATING CUSTOMER EXPERIENCES
CREATIVITYALLOW FOR
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IN CREATING CUSTOMER EXPERIENCES
CREATIVITYALLOW FOR
Empowered employees often find creative solutions and inventive ways to create amazing experiences. Creative employees created many of these stories!
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MONITOR YOUR EMPOWERMENT ANDSYSTEMS
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MONITOR YOUR EMPOWERMENT ANDSYSTEMS
It’s easy for systems designed to empower to fall into disuse. Left unmonitored, empowerment strategies can easily get off track.
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FEEDBACK
Share customer
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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
DECISION- MAKING
Collaborate on
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DECISION- MAKING
Collaborate on
8Involve employees in developing their empowerment. Otherwise, you may find the autonomy you give them is not the autonomy they need.
CUSTOMER- CENTRIC
Focus on being
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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.
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The Ultimate Starter Guide to Employee Empowerment
To learn more about employee empowerment, check out our resource:
ADAM TOPOREKAdam 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.
CustomersThatStick.com @adamtoporek
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