Gaining Customer Satisfaction Through the Empowerment of Service Personnel in Retailing Organizations

摘要: Staff with direct contact to clients form the key interface between customers and retailing organizations. Customer expectations company performance come into at point of sale, result this interaction determines level customer satisfaction associated degree retention client. This is why service personnel are heart diverse efforts increase retain customers. chapter uses innovative German trading DM-DROGERIEMARKT as an example how empowerment can be used create necessary conditions for getting employees behave in a customer-oriented manner. The demonstrates that in-depth assimilation transaction skills delegation responsibility motivate empower play successful part optimal wishes. “Empowerment isn’t magic. It consists few simple steps lot ‘persistence’.” Blanchard, Carlos & Randolph (1996)