Scenario 4 - Banking Sector You have recently been promoted to the position of branch manager of a national bank that has been in business for three decades. In your new post, you learn that the branch has received many customer complaints. Some of those customers were angry enough to have moved their accounts elsewhere. The customers who left your bank have good credit ratings so they are actually customers you wish to keep. In talking with some of them, you discover that they enjoyed the personalized attention they got from the tellers, but they were irritated by long wait times, whether they accessed your bank by phone, via the website, or by visiting your branch in person. They were