Many service organizations have discovered that,to be truly responsive to customer needs,frontline employees need to be ___________ to accommodate customer requests and to recover on the spot when things go wrong.

Question

Quizplus · Accepted Answer

Empowering frontline employees gives them the authority and tools to make decisions on the spot to accommodate customer requests and recover when something goes wrong. This helps to improve customer satisfaction and trust in the organization. Socialization, tutoring, lecturing, and promoting may be helpful in other aspects of employee development, but they do not necessarily address the need for frontline employees to be empowered.

Many Service Organizations Have Discovered That,to Be Truly Responsive to Customer