It’s the year 2020, and Tanya receives a call from an internal client: “Our warranty team needs help dealing with difficult customers.”
Five years ago, Tanya would have dispatched Pedro, her senior trainer. The problem is that the two-person training office was downsized. Pedro is now in charge of change management. Now, Tanya is working solo when it comes to training.
Based out of her company’s head office in Phoenix, Tanya’s client is a manager in suburban Atlant
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