What does the empowerment approach primarily encourage in employees?

The empowerment approach primarily encourages independence and personalized customer service in employees. This framework emphasizes the importance of equipping employees with the authority, resources, and confidence to make decisions and solve problems on their own. By fostering independence, employees feel more engaged and valued, which in turn enhances their ability to tailor services to meet the unique needs of customers.

When employees are empowered, they are more likely to take initiative, respond proactively to customer inquiries or issues, and provide a more personal touch in their interactions. This can lead to improved customer satisfaction and loyalty, as customers appreciate the attention and care they receive from empowered staff who can make decisions in real-time.

In contrast, the other options focus on action or behavior that would limit employee engagement and effectiveness. For example, dependence on supervisors stifles creativity and initiative, while passive participation leads to a lack of interaction and responsiveness to customer needs. Adhering strictly to prescribed service scripts restricts employees from using their judgment and personal skills to enhance customer service, diminishing the potential for creating personalized experiences.