Importance of Training, Empowering & Rewarding CSRs in Management

This essay delves into the critical role of Customer Service Representatives (CSRs) and the importance of training, empowerment, and rewards within organizations like Enterprise Holdings. It emphasizes that well-trained and empowered CSRs are better equipped to understand and meet customer needs, contributing significantly to customer retention and overall business success. The essay also touches upon the concept of employee empowerment, highlighting the benefits of autonomy, involvement in decision-making, and increased job satisfaction. The author reflects on how empowerment, characterized by self-determination and self-management, can lead to enhanced motivation, productivity, and creativity in the workplace. The essay references academic sources to support its arguments, reinforcing the link between empowered employees and positive organizational outcomes.

CUSTOMER SERVICE MANAGEMENT
Customer service management
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CUSTOMER SERVICE MANAGEMENT
Why is it important that companies like Enterprise Holdings train, empower and reward
their CSRs? Do you work? If you do, how would you like to be empowered at your
organization? If you do not currently work or have never worked, what would
empowerment (check the definition if unsure) sound like, feel like, or look like for YOU as
an employee?
According to Afsar, Shahjehan & Shah (2018) CSR’s play a significant role in comprehending
the customers’ needs, wants and their willingness for purchase besides keeping tab on
competitor’s offerings. Thus, training, empowering and rewarding CSRs is important for
Enterprise Holding’s owing to their contributions as they are key personnel who help in reaching
out and retaining customers. Also, knowing what is expected in terms of quality and quantity of
tasks motivates CSR’s in delivering best performances regardless of type of customer and money
spent by them. Hence, training, empowering and rewards ensures that effective customer service
is provided by CSR’s to every customer.
Currently I do not work however, as future employee, empowerment for me seems like getting
autonomy to a certain extent apart from having involvement in decision-making of
organizational tasks. In addition to this, empowerment of employees looks like giving them
authority to undertake roles and responsibility by their own so that they feel like managing their
own jobs, setting their own objectives and making decisions about tasks, priorities and deadlines
on their own in the best manner that is determined. According to Kanani & Shafiei (2016)
employees tend to attain a greater sense of satisfaction from their jobs when they are self-
determining and self-managing at work. Besides job satisfaction, empowerment for me feels like
enhancing motivational level of every employee further driving them towards doing a great job.
Empowerment makes employees more effective in their roles besides increasing their
productiveness. Creativity also gets stimulated when employees are empowered which helps to
generate better ideas and innovation.
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CUSTOMER SERVICE MANAGEMENT
References
Afsar, B., Shahjehan, A., & Shah, S. I. (2018). Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry. International Journal of Contemporary Hospitality Management, 30(3), 1436-
1452. doi: http://dx.doi.org/10.1108/IJCHM-11-2016-0633
Kanani, N., & Shafiei, B. (2016). Employees empowerment in organisations. Arabian Journal of
Business and Management Review, 5(8), 1-6. doi:
https://search.proquest.com/docview/1773772721?accountid=30552
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