The Buzz Council Ep 4 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Employee Empowerment

Calling upon his own personal experience, Peter questions the concept of companies empowering employees to help customers - or rather, the concept that the desire to help a customer should be considered exceptional for any employee in customer service. From here, the Council begins a discussion on discretion that should be used from the start in hiring service employees.