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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
29
Manager-Employee
Trust: Ground Zero for
Service Quality
The people in the 5- by 5-foot cubicles won’t put them-
selves on the line with customers if they don’t trust the
organization they work for.
—Napolean Barrigan
Founder and CEO of 1-800-Mattress
It’s an unfortunate truism that most employees don’t trust
their leaders. The lingering fallout from Enron, WorldCom,
and other corporate debacles still has front liners casting side-
long glances and thinking dark thoughts about those in the
management ranks. However, it’s not only top executives who
are the targets of suspicion. Studies show middle managers
and supervisors increasingly find their credibility and trust-
worthiness under question as well. “Can I trust the people I
work for to look after me, ...
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Publisher Resources

ISBN: 9780814473689