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Banking Customer Service Manager

Real-Life Activities

Real-Life Decision Making -- Solution

You agree to cover the overdraft, if she agrees to deposit the money as you request.

You feel like you're living dangerously. Yet you tell Mrs. Forbes that as long as she deposits half the money before noon and deposits the rest over the weekend, you'll agree to cover the overdraft. She agrees.

You show up early on Monday. Before you do anything else, you check to make sure your customer deposited the rest of the money over the weekend. She did! You breathe a big sigh of relief when you discover the money is indeed there.

This is the real-life decision made by customer service manager Roy Olsen.

"I took the overdraft and sweated all weekend," he says. "The customer was true to her word and it was a happy ending."