GENERAL KNOWLEDGE

Detailed explanation-1: -Employee empowerment is a process where an organisation gives employees authority, responsibility and autonomy to make decisions and solve problems. It is possible only if an organisation believes that an employee can perform decision-making responsibilities.

Detailed explanation-2: -Empowering employees means giving them the authority to make some decisions without needing approval. This way they can make decisions to resolve customer issues without delay or making the customer wait.

Detailed explanation-3: -If something does go wrong, they empower their staff to make it right for customers up to a certain budget. This gives the employee a sense of control and ownership over the problem, as well as giving the customer the satisfaction of having their issues resolved simply (and hopefully quickly too).

Detailed explanation-4: -Empowering employees gives them the confidence to use their knowledge and skills to solve problems and meet the needs of the customer. Confident representatives can contribute to empowering the customer as they can give them direct advice that is easy to follow and can help mediate their concerns.