Take the following as truth: If employees believe they have the authority to tackle goals and objectives beyond their formal job descriptions and assigned units, then when customers have legitimate complaints, empowered front-line employees can make it right immediately rather than having to wait for management to get involved.
Then the following statement: "Employees who are allowed to do more than follow a script are more helpful to customers and solve problems quickly." is true, false, or inconclusive?
Answer: Inconclusive