Chapter 16
Managing Promises
Lunch was served on the outside patio, and people sat in informal groups. Eliza sat with a few of the customer service reps, a couple of the sales reps, and Claire. Everyone was in high spirits, clearly enjoying the session and the opportunity to do some of this developmental work.
One of the customer service reps, after checking her e-mail, turned to Claire and said, “I just heard from Robbie and Ace-Tron. They’re having a problem with the backup feature. What do you think we should do?”
“Ask him to complete an incident report and then run it to Kirby’s team to resolve,” Claire responded.
“Oh, Claire,” said another rep, “I meant to tell you that the run-out report on the old XLR modules is only going to 24 months ...
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