Ways to
EMPOWER
9Your
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 The
REINS
1

Loosen The
REINS
1
Too many interactions fail because employees can’t
act. Reduce the hassle-factor for your customers by
empowering your team to take action.

Broaden and
DEEPEN
RESPONSIBILITIES
2

Broaden and
DEEPEN
2
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
3

YOUR
TEAM
TRUST
3
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
4

CUSTOMER
ISSUES
SOLVING
PROVIDE AN
ALLOWANCE FOR
4
Giving 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
CREATIVITY
ALLOW FOR
5

IN CREATING
CUSTOMER
EXPERIENCES
CREATIVITY
ALLOW FOR
Empowered employees often find creative solutions
and inventive ways to create amazing experiences.
Creative employees created many of these stories!
5

MONITOR YOUR
EMPOWERMENT
AND
SYSTEMS
6

MONITOR YOUR
EMPOWERMENT
AND
SYSTEMS
It’s easy for systems designed to empower to fall
into disuse. Left unmonitored, empowerment
strategies can easily get off track.
6

FEEDBACK
Share
customer
7

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
8

DECISION-
MAKING
Collaborate on
8
Involve 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
9

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.
9

The Ultimate Starter Guide to
Employee Empowerment
To learn more about employee
empowerment, check out our resource:

ADAM
TOPOREK
Adam
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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