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. Paint 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