rewrite: Your post this week was very informative. I could see the increase in fraud during the pandemic the need to create a system to deal with identity theft (Notadmin, 2022). The process seems to have a clearly defined objective and goal. You brought up a very valid point that the emotions of the caller must be taken into consideration. I think that it is great that JP Morgan recognizes how valuable employee feedback can be during the implementation process. Your suggestion to adopt an empathetic understanding to the merchant will increase the customers' level of service from JP Morgan. How did you make the recommendation? Was there a survey that asked for employee feedback? Im only asking because for an implementation process to be effective it helps to ensure that employees are on board with the changes in the process (Indeed Editorial Team, 2022)