New ethos transforms attitudes and approaches at RS Components: Key role of coaching in customer services

Abstract

Purpose

Describes major strategic changes – supported by training and empowerment – in the customer‐services department of RS Components.

Design/methodology/approach

Explains what gave rise to the changes and the effects they have had.

Findings

Provides practical examples of how customer‐service employees, less tied to following call scripts or completing a certain number of calls in a certain period of time, now have greater freedom to put the customer first.

Practical implications

Reveals how these changes have increased employee satisfaction and made customer services a more attractive place to work.

Social implications

Highlights the value of giving employees more control over how they perform their work.

Originality/value

Reinforces the idea that businesses perform better when staffed by employees who are treated well.

Citation

(2010), "New ethos transforms attitudes and approaches at RS Components: Key role of coaching in customer services", Human Resource Management International Digest, Vol. 18 No. 2, pp. 33-36. https://doi.org/10.1108/09670731011028483