Thanks Brian for your response. It really comes down to asking customers the right questions and not being order takers. This is a constant struggle at our bank. Have a conversation with the customer, determine if they are in the right account etc, but no, we do as we are told. UGH!
BTW, your tag line was my mantra last year when my husband was gravely ill. It got me through some very dark days. Thanks for reminding me.
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For when I am weak, then I am strong. 2Cor 12:10