It was 8:00 a.m. on Saturday morning. Liz just learned that her well-meaning cousins were headed over to help her unpack her household. She had just moved back to Chicago from the west coast. Were they really planning to work, or were they expecting brunch? A bagel and pastry shop was just up the road. She would call in a food order. When she arrived to pick up, it was not what she ordered. The store associate quickly made it right, and offered an extra dozen bagels to make-up for the mistake. There was no need to check with the supervisor, as the employee was _______________ to make decisions that translate into good customer service.
A) structured
B) empowered
C) asked by the customer
D) deputized

Question

Quizplus · Accepted Answer

The key phrase in the passage is "There was no need to check with the supervisor, as the employee was empowered to make decisions that translate into good customer service." This means that the employee had the authority and ability to make decisions on their own to improve the customer experience. Therefore, the best choice is B) empowered.

It Was 8:00 A