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Banking Customer Service Manager

Real-Life Activities

Real-Life Decision Making -- Solution

You refuse the overdraft.

You feel that you should play it safe. You tell your customer you just can't cover an overdraft for that amount.

Mrs. Forbes is not pleased, to put it mildly. She chews you out in front of everybody in the bank, both staff and customers. Yet you stand by your position and she leaves.

The next week, you find out she's closed her account. You also find out that her husband's account has been closed too -- along with his very substantial business account.

Then the bank manager finds out. He calls you into his office. He reminds you of how important customers are in this competitive banking world. He tells you that because of your decision, the bank has lost some important customers and substantial assets.

"We have to work extra hard to keep customers with incentives from other banks and lots of competition," says Roy Olsen.