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Empowerment That Makes Exceeding Customer Expectations Work
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Here are some examples of empowered front-line employee actions in terms of customer service:
- Reduce of charges or penalties
- Give discount coupons
- Give gift vouchers
- Approve the expense online
- Correct the data supplied by the customer, instead of sending the paperwork back and forth
- Refund cash to the customer for goods returned
- Taking a decision on if a problem comes under warranty or not and committing the repair work