Branch managers deal with people from all walks of life, including team members, colleagues, and clients. Being equipped with the needed skills is not an option anymore. They need to deliver exceptional customer service, with a well-trained and coached professional team to be qualified and competent. The journey is designed to ensure performing best practices covering their competencies, using a scenario-based approach and flipped classroom, where they live their daily situations (that were observed during the discovery phase), reflect on them then apply decisions/actions.