The people who deal with customers must have the authority to resolve the concern. How far this is true in reality?

Thanks for invitation :

Yes this is true as you have customers with different mentalities and different cultures and  as you meet technical problems and you must answer all the questions put by the customer. So ; you must have strong skills to adjust and deal with it in a very short time

Thank you so much Sir Heavenly J John for putting forth another 'Brainstorming' Question.

I fully endorse the Judicious/Constructive submissions of both Sir Omar Saad Ibrahem and Mr. Emmanuel Wamweta.

Thanks

Yes ,  it is true ....

But the authority should be limited; on fix , resolve , answering question , because some companies prevent to replace broken products or exchange the products by others

beside that , the authority should be given under supervision of CS supervisor tp avoid any kind of unmeant mistakes may happen during service provision...

Fingers crossed

It is very true otherwise it is difficult to provide prompt service to the customer even within the means of extending the best service. Ofcourse authority comes along with responsibility and duty towards it. Thanks.

Employees who deal with customers must have limited authority accourding to company's policy or have at least the ability to delever the concern th the higher level of management

This is very sensitive as customer facing and problem resolution can make or break or create a dent in your business.  My answer first and foremost is YES.  Yes, customer facing personnel should have authority to resolve concerns and issues.  BUT THEN, the people we put in front have to be selected well and should be those who have been with you for some time, have seen you doing it, have been trained well, know that they are accountable and can be pulled up if something goes wrong.  I have personally done this and did not repent on my decision because i selected them well, trained them well, let them face the music and held them accountable.  So yes, it can be put into practice but a leader should understand that if something goes wrong, you cannot blame or hold the person responsible.  You delegated the person to do that job so at the end the accountability is yours, as is the cardinal rule of delegation.  On the other hand, such functions also provide the opportunity for staff to get confidence, get experienced an progress up the ladder.  if you dont put them in the forefront, he would never understand by you are always so sensitive or caring about customers and why you say that customers can affect business and their employment prospects

Yes agree 100%. and nice answer given by Ms Hafsa and Mr. Omar Saad..

Hi,

It is true. The people who deal with customer should have the authority to resolve the concern. For that he/she should be well trained regarding the product. He/she should also be smart enough to understand the customer pulse and resolve it quickly.

100% true, before starting the job in that field the company giving you the list of authority uc an handle and not go above the limits, however a customer service employee has to work in a way to make both sides customer n the company happy and profit. i as a customer service wroker trying to handle all authorities to keep both sides satisfied.

Yes true. Who is handling the customer concern, he must have authority to take a decision at the difficult situation to handle the same.  

This is just an assumption, therefore it can be true or false to some extent. It can be deemed true if the management has vested all power into the hands of the customer serivice providers to effectively & efficiently deliver. On the other hand, it would be wrong to deem or expect customer service providers to handle all issues & deliver subsiquently if management hasn't vested enough power into their hands to do so.

Happy & blessed Eid to all. Regards