Empowerment provided by Zappos made working with customers easy.
Pros: benefits, employee discounts.
Cons: not being able to talk with mgmt. due to holacracy that is being developed.
Very busy call center with back to back calls. Empowering your employees to help the customer with all their needs, not only makes the customer happy and come back, but makes your job easier for those customers that could provide some difficulties. The hardest part of the job was when a customer wasn't able to find the item they needed in their size, color, or needs for a special event. We were empowered however to try to locate what they needed at other stores or web sites. I would have to say the best part of my job was that empowerment option, knowing when you had completed your call, the customer was satisfied. The worst part of my job was not being able to have that face to face conversation with customers.