“In your situation, do you believe you should have had to express your irritation to get the results you did?”

Of course not. But in the same way I’ve been able to “socially engineer” my way to phenomenal hotel, rental car, vacation packages, deals at retail, and so forth is that I find ways to connect with people and fully explain why I’m seeking what I’m trying to obtain from them.

More often than not, people come through. If they don’t, I call back and try it with someone else (depending, of course, on how much is at stake or how badly I want something). That usually works *if* they’re empowered to take action.

Good to hear you got what you were looking for? Perhaps I am too skeptical, but when I phone a call center or visit a restaurant I am surprised when I receive exceptional service. I expect average, but am not surprised when it is below. Right or wrong when it is below I feel no guilt in calmly and professionally expressing my dissatisfaction.

In your situation, do you believe you should have had to express your irritation to get the results you did?

I have had many conversations with people who have awareness in business and customer service who go into these situations prepared to raise a fuss because they know if they don’t, nothing will get done.

I’d love to be a fly in the wall for a strategy session when customer service guidelines are developed. I’m sure it’s an interesting discussion on how to give their reps empowerment with out allowing them to give the farm away.

Here is a good list I came upon as I was have been looking at different employee empowerment resources.

An employee empowerment system can be expressed with the following steps:

1.Provide an inspiring vision and launch a crusade.

2.Help people connect their personal goals to business goals.

3.Create an environment where continuous innovation is part of the culture.

4.Encourage entrepreneurial creativity and experimentation.

5.Involve everyone, empower and trust employees.

6.Coach and train your people to greatness.

7. Encourage teams and build teamwork, use the leverage of diversity of experience.

8. Motivate, inspire, energize people, and recognize achievements.

9. Encourage risk taking.

10. Make business fun.

I got this list from: http://thetenminutemanager.wordpress.com/2008/11/08/empowerment-of-employees-can-create-high-performance/