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For Michelle David, there's no better teacher than lived experience. David, a TD branch manager in Toronto, learned to solve everyday customer interactions over the past 15 years by experiencing them first-hand. Each one helped her build the soft skills, the institutional knowledge and confidence she needed to support her customers. "The impactful way to learn how to solve a more complex interaction with a customer was to have one and use it as a learning moment," said David. Now, David's collea
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