9.1: Customer Satisfaction

Empower frontline employees to do what it takes to satisfy the customer.

Other Information:

Management must support employee empowerment by clearly defining the boundaries of the empowerment, while remaining flexible within those boundaries. This will encourage creativity. In general, rules should be simple and few—Continental Airlines actually had an employee handbook burning party to signify the change from a procedural environment to one of empowered customer service (Spector, 2001).

Stakeholder(s):

• Frontline Employees

Indicator(s):

Indicator:1

Content