Overview
After reading the assigned chapters and participating in the exploration, identify what your understanding of empowerment is and its importance in a customer service system.
Instructions
Address the following in your initial post:

Why is this such an important part of an effective customer service system?
How does it affect the business? The employee? The customer?
Describe a time when you have benefitted as a customer from a business incorporating this practice. What was the situation? How did the employee handle it?