Empowerment 

Empowerment: Make an empowered workforce a reality when customer needs become priority over any standard policy or procedure. Grant and encourage employees to utilize their own resourcefulness and sense of ownership to address and solve customer matters immediately. Focuses on the employee being empowered to rectify a negative customer service experience by placing the needs of the customer their primary concern. Clarifies responding to customer needs for customer satisfaction, acting within the boundaries of authority, and bending or breaking the rules, when necessary.