Service Excellence Live: The Shift-Lead Seat

Three-round live decision simulation: a contact-centre shift lead at Caribia Banca Digital handles the first 90 minutes of an unplanned billing-system outage. Practice the Frei/Morriss trade-off discipline, Disney H.E.A.R.D. service recovery, the Ritz-Carlton defined-authority frame, the Albrecht/Zemke moments-of-truth map, and Marshall Goldsmith feed-forward coaching — under live pressure, in three concrete artifacts.