Empowerment

2. A process often confused with empowerment, but lacks the authority or ownership aspect.
6. A model where customers and service providers collaborate to deliver better service.
7. A clear statement that provides purpose and direction for empowered customer service actions.
8. Giving employees authority, confidence, and resources to take control of their decisions and actions.
10. The driving force behind creating a culture that supports empowerment in teams.

1. The overall work environment that can be transformed—positively or negatively—through empowerment.
3. What employees gain when they’re trusted to make decisions without needing approval.
4. What employees need, along with authority, to provide immediate and effective customer support.
5. A key trait developed when employees are empowered and trusted to handle customer issues.
9. The foundation that must exist for empowerment strategies to succeed within a company.