An organisation with customer service touch points must also embrace culture of staff empowerment. At the crucial moment of customers’ need, it is the front line employees that make or break the customer-brand relationship. In longer term, an empowered employee feel respected and becomes more engaged, motivated, loyal and productive. Not to forget the happy customer who is also going to keep the cash register busy. Employers, do give some of your power away.

Article written by Datin Kalavalli Sethu on 13 June 2016  – Source Linkedin