Communication Flows Downhill

Messages may be direct

Owners often only care about how much money they receive.
Top-Level Managers meet owner set goals or are fired.
Mid-Level Managers meet Top-Level set goals or are fired
Front-level Managers motivate employees to attain top and mid-level management goals or are fired.

Front-line managers convince, motivate and influence customer service employees.
Front-line employees treat paying customers like their managers treat them.
Good Front-Line Management is the key to success.

Messages must be_tactful._

Customer Service Employees must be treated the way managers want them to treat paying customers.

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