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Angela M. Odom

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Case Study: Customer Facing Employees Who Don't Demonstrate the Ability to Think Critically


Do you train your employees to handle situations with customers at the lowest level? Are you ever flabbergasted by a situation with your employees and your customers? Do you get complaints from your customers that could have easily been resolved by the customer facing employee and instead they chose to escalate the situation?

Let's look at a simple case study that may help you train your customer facing employees to resolve issues at the lowest levels.


What's a Case Study?

 A case study is an in-depth study of one person, group, or event. In a case study, nearly every aspect of the subject's life and history is analyzed to seek patterns and causes of behavior.




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Angela M. Odom is a life and leadership coach, founder of The Better U Project brand, podcast host, proud Army veteran and the author of BRONCO STRONG: A Memoir of the Last Deployed Personnel Services Battalion  and ...

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Ted Cruz Case Study: What Do You Expect of Your Leaders?

2021 case study podcast Feb 23, 2021

QUESTION: What do we expect of people who are in positions of power and authority?  

During this unscientific case study, we'll take the facts surrounding a high profile elected officials’ decisions prior to, during and after he decided to fly to Cancun, Mexico.

Mr Cruz, a high-profile Republican who ran for the US presidency in 2016, has not only drawn criticism for taking the international trip, but also for reportedly leaving his dog, Snowflake, behind.


As stated by Wikipedia,  a case study involves an up-close, in-depth, and detailed examination of a particular case or cases, within a real-world context. For example, case studies in medicine may focus on an individual patient or ailment; case studies in business might cover a particular firm's strategy or a broader market; similarly, case studies in politics can range from a narrow happening over time (e.g., a specific political campaign) to an enormous undertaking (e.g.,...

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