Originally Posted by
fly18725
Isn't consistency important to people too? How do you find the right balance between creating a consistent experience and empowering employees?
I agree it is a balance. The current training is totally focused on consistency and has no elements of empowerment. They should be training for both and giving examples of good judgment and bad judgment when empowering employees.
You have to have a consistent base process, but you need to train and trust employees to make exceptions to the process when it is warranted. The current training does not show a trust for employees to make those exceptions.