John Tschohl's latest book, Empowerment: A Way of Life, focuses on one simple, yet powerful, principle: Empowered employees will give excellent customer service… turning unhappy customers into happy, repeat customers. Moreover, happy, empowered, fulfilled employees are less likely to leave the company--reducing turnover. Solving a customer's problem quickly benefits everyone, and that is why the key to a company's success lies in empowered employees.
"Empowerment is NOT about breaking the rules, but bending them to keep the customer happy. It is making fast decisions on the spot in favor of customers. Employees need to be able to bend rules so the customer always wins."
BOTTOM LINE: Empowerment is a guaranteed investment for your company and your personal success.