When a hotel chain empowered all employees dealing directly with customers with the ability to make decisions regarding the best way to rectify situations with unhappy customers, it was an example of pursuing customer-centricity through
A) cooperation.
B) capability development.
C) clout.
D) connection.

Question

Quizplus · Accepted Answer

Empowering employees to make decisions to rectify customer issues is an example of giving them clout, or authority, to act in the best interest of the customer, enhancing customer-centricity.

When a Hotel Chain Empowered All Employees Dealing Directly with Customers