Lessons In Leadership Customer-Driven Approach vs. Process-Driven Approach The other day I got caught in one of those interminable calls with my cable provider. We’ve all been in this special little hell. My objective was to report a service outage and schedule a hasty repair. The objective of the person on the phone was to follow the provided script and try to appease […] Written by BPH May 26, 2016October 26, 2020
