Under a system of empowering customer contact workers, the employee would
A) make a quick decision as to whether the customer is right.
B) get quick approval from top management on a solution to a customer problem.
C) know when its okay to tell a customer that he or she is wrong.
D) avoid the risk of losing money on a customer transaction.

Question

Quizplus · Accepted Answer

Empowering customer contact workers involves giving them the authority to make decisions on the spot, such as determining if the customer is right, without needing approval from higher management.

Under a System of Empowering Customer Contact Workers, the Employee