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John Tschohl, a leading expert in service delivery, said, "Without empowerment, an organization will never be a service leader. Empowerment is the most important skill an employee can master and a company can drive in order to lure and keep customers."
This 26-page guidebook explains the concept of employee empowerment and what it takes to achieve it. A great training tool for managers at all levels and a perfect complement to Service-Based Leadership training.