Management – styly a techniky vedení pracovníků Zákaznické linky

Abstract

This thesis treats of the theme management of customer service line in financial company from theoretical point of view as well as practical examples. In the first part there are theoretically processed management topics such as different managers types, styles and techniques of employees leading, department communication, motivation of the team or individuals, compensation and motivational programs. Further there is the description of particular situation from the management of customer service area in banking sector. Then selected solution of this particular situation with recommended solution. In the end of the thesis there are similar cases and recommended solutions in other countries of the world. Everything supported by studying and longtime experience in leadership of customer service line.