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I am confident that you've heard this phrase plenty of times in your customer service career. When the entire management team really believes in empowering employees your customers will be quick to share the good news and your customer base will grow.
Accuform employees are empowered to take swift and decisive action on solving customer issues or manufacturing concerns. How many times have you been on the phone trying to resolve a concern of yours and get bounced from one supervisor or manager to another, finally have someone offer you a satisfactory solution? Our employees are empowered to always work with the customer to resolve the issue. All of the employees know that the supervisor and/or managers are always there to assist should they require a swift resolution or need to consider alternative solutions.
In the manufacturing environment, employees are empowered to stop production of a job if something looks out of line with what the customer order indicates compared to what they're manufacturing. There are multiple links in the manufacturing chain that need to be securely connected to all departments and to all processes to ensure continuous improvement and consistent customer satisfaction.
When you empower your employees, they'll experience a significant growth curve and an increased level of self confidence. The account manager’s level of confidence expands each time they encounter a customer experience and challenge. When you operate with no rules it gives the employee motivation and the flexibility to make a decision on-the-spot for the customer. Customers will love you and your company when you have the full support of a senior leadership team and group of managers, supervisors and coordinators that believe, embrace and practice empowerment daily.
Empowerment is often talked about at many companies but I can honestly tell you thatwe live it here at Accuform every single day. Doing the right thing for the customer at a moment in time will lead you to enhanced relationships with your customers and distributors.
I would be anxious to hear from you about empowerment within your company because I truly believe it establishes a deeper trust and leaves the customer with a good feeling, a level of trust and satisfaction that will keep them coming back for more, and even increases customer feedback. Send me your thoughts.
