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

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

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

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.

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

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

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