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30 Reasons Employees Hate Their Managers: What Your People May Be Thinking and What You Can Do About It by Adam Snyder, Bruce L. Katcher

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Chapter 16. I receive poor service from other departments

Only 46 percent of all employees feel cooperation is good between departments.

During a series of focus groups for a New England financial services organization, employees complained about the poor customer service they receive from other departments. Everyone was pointing fingers. An internal customer satisfaction survey identified which departments were actually the culprits.

The survey contained two sections. In the first section, all employees were asked how they felt about the customer service they were receiving from the fifty other departments in the organization. In the second section, they were asked to rate the level of customer service they felt they were providing to each of the ...

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