How can companies effectively balance the need to empower employees to make decisions in order to deliver exceptional customer experiences, while also providing clear guidelines and boundaries to ensure consistency and alignment with the company's overall customer service goals?

Companies can effectively balance empowering employees to make decisions by providing comprehensive training and ongoing support to ensure they understand the company's values and customer service goals. Clear guidelines and boundaries can be established through well-defined policies and procedures that outline expectations and boundaries for decision-making. Regular communication and feedback sessions can help reinforce the importance of consistency and alignment with the company's overall customer service goals. Additionally, creating a culture of trust and accountability can empower employees to make decisions confidently while ensuring they are aligned with the company's objectives.