Giving service/contract employees the discretion to make day-to-day decisions on job-related activities is instrumental in creating in a customer-responsive culture.

Question

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When service/contract employees are given the ability to make decisions related to their job, they are empowered to provide better customer service, which creates a more customer-responsive culture. This allows them to handle customer requests and concerns more effectively without having to seek approval for every decision, which can also result in quicker resolution times.

Giving Service/contract Employees the Discretion to Make Day-To-Day Decisions on Job-Related