It was 8:00 a.m. on Saturday morning. Liz just learned that her well-meaning cousins were headed over to help her unpack her household. She had just moved back to Chicago from the west coast. Were they really planning to work, or were they expecting brunch? A bagel and pastry shop was just up the road. She would call in a food order. When she arrived to pick it up, it was not what she ordered. The store associate quickly made it right, and offered an extra dozen bagels to make up for the mistake. There was no need to check with the supervisor, as the employee was _______________ to make decisions that translate into good customer service.

According to my research on employee roles and responsibilities, I can say that based on the information provided within the question in this situation we can say that the employee was empowered. This can be said because he too the initiative in order fix the problem in a way that would leave the customer happy and wanting to come back again.

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