1. Empowerment Customer Service St. Michael CHS TFJ4C – Hospitality

2. Empowerment To enable or permit customer service providers to make a range of decisions to assist their customers. allows Customer Service Providers to decide on their own whether or not customers’ requests should be granted.

3. Mission and Purpose Statements PURPOSE: the reason for an organization’s existence MISSION: the means by which the organization will fulfill its purpose. ACTIVITY - Matching Mission Statements to the Companies

4. Step to Empower 1. Pain a picture of what you hope to accomplish – this “picture” can be an inspiring reminder of what your organization is trying to accomplish. 2. Allow workers to own their empowerment choices – give them responsibility they can handle – and provide feedback – do not punish (retrain). 3. Reward and recognize positive examples – shows your commitment to the process. 4. Commit to the long term goal – Positive changes will not happen overnight.

5. Coproduction of Customer Service Occurs when customers participate in providing as least part of their own service. Examples: – Make your own Salad bars – Free beverage refills that you get yourself – Self-serve copy shops – Parents ability to check their children’s grades on-line – College self-advisement (create your own schedule) – Completion of medical and insurance information on-line – Deposit slips that tellers ask customers to have filled in – Telephone customer service lines – Payment at the pump for gasoline – Buy your theatre tickets on-line before you get to the show – Others?

6. Coproduction of Customer Service Self-sufficiency – customers using systems in place to meet their own service needs at a level that results in satisfaction. Tools for the Self-sufficient customer: – On-line warranties – Instructions – How-to-videos – Recipes – Ingredient list for menu items – On-line bill payment (PayPal) – Shipping tracking information – Automatic banking – Others?

7. QUIZ 1) Empowerment is to enable or permit customer service providers to make a range of decisions to assist their customers. T or F 2) In an “empowered culture” employees are unclear as to the range of their power. T or F 3) The reason an organization exists is its purpose. T or F 4) Coproduction is when the customers participate in providing at least a part of their own service. T or F 5) Self-checkou8t lanes in stores are controversial examples of coproduction. T or F 6) Coproduction means that customers do the majority of the work in a customer interaction. T or F 7) Creating a culture that support empowerment is an important part of creating a successful customer service system. T or F