Empowerment of employees helps address the delivery gap because
A)employees directly involved with the customer can respond effectively at the moment the problem occurs.
B)customers appreciate feeling empowered.
C)management then doesn't need to devote time and energy to resolving service delivery problems.
D)employees spend less time resolving problems than managers would.
E)it is best to resolve issues at the corporate level.

Question

Quizplus · Accepted Answer

Empowering employees to address customer service issues allows for them to respond effectively in the moment and potentially solve the problem before escalation. This can help close the delivery gap and improve overall customer service.

Empowerment of Employees Helps Address the Delivery Gap Because