A Step In The Right Direction?
Nov 26, 2002 | 10:16 am
#1
Original Poster
Join Date: Mar 2000
Location: Mississauga, Ontario, Canada
Posts: 528
A Step In The Right Direction?
From Employee Email:
Agent Empowerment Program underway at Revenue Call Centres. Last week, Revenue Call Centre managers across the system met with their employees to introduce the Agent Empowerment Program. The program focuses on empowering agents to do “the right thing” for the inconvenienced customer and Air Canada. Agents are asked to evaluate each customer service situation individually, and discuss responsible options with their CSM or Lead Agent.
Agent Empowerment Program underway at Revenue Call Centres. Last week, Revenue Call Centre managers across the system met with their employees to introduce the Agent Empowerment Program. The program focuses on empowering agents to do “the right thing” for the inconvenienced customer and Air Canada. Agents are asked to evaluate each customer service situation individually, and discuss responsible options with their CSM or Lead Agent.
Thanks Flygirl!
Nov 26, 2002 | 4:14 pm
#5
Join Date: Mar 2002
Location: YYJ
Posts: 4,414
I hope they implement this properly. When I worked at a major hotel, their empowerment policy required a bunch of paperwork to be completed to justify the action. Then one had to find a (usually very busy) manager to get a signature, etc. Most associates didn't want the hastle and thus never took advantage of this policy.
Edited to add: Based on what A Flygirl posted, with AC's initiative, it seems that the CSR would have to seek out a manager before taking advantage of the policy. That would make it quite restrictive if, say, a flight has been cancelled and you are calling and trying to rebook all the pax from the affected flight(s) due to time constraints.
[This message has been edited by cedric (edited 11-26-2002).]
Edited to add: Based on what A Flygirl posted, with AC's initiative, it seems that the CSR would have to seek out a manager before taking advantage of the policy. That would make it quite restrictive if, say, a flight has been cancelled and you are calling and trying to rebook all the pax from the affected flight(s) due to time constraints.
[This message has been edited by cedric (edited 11-26-2002).]
Nov 26, 2002 | 6:01 pm
#6
Original Poster
Join Date: Mar 2000
Location: Mississauga, Ontario, Canada
Posts: 528
Good Point cedric. When more information becomes available that defines what leeway will be given to the agents versus mandatory consultation from a higher up in problem solving...I'll post an update.