Join us as Kevin recounts his experience of a startling disconnect between leadership and the front line.
Armed with detailed documentation, he expected a swift, straightforward resolution but found himself stalled by a rigid frontline script that prevented any real progress.
Frustrated, Kevin took his story to social media and to his surprise, it was leadership’s intervention there that finally delivered a successful outcome.
Tune in to discover how this situation could have been resolved correctly the first time.
