Final answer:
Flexibility in meeting customer needs is the main reason that some service firms have empowered contact personnel.
Step-by-step explanation:
The statement is True.
Flexibility in meeting customer needs is indeed the main reason why some service firms empower their contact personnel. By empowering their employees, service firms give them the authority and autonomy to make decisions and take actions to meet the specific needs and preferences of their customers. This flexibility allows contact personnel to quickly address any customer concerns, offer personalized solutions, and enhance the overall customer experience.