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About the Case

William Brown is at the bank to seek clarification for an annual fee charged on his credit card. His argument is that he was not informed of such a fee when the card was initially issued to him. He demands an explanation and a fee reversal. 

You are meeting William Brown as his relationship manager. You need to talk to him and resolve the issue. 

Learning Objectives:
  • Develop skills to actively listen to client’s concerns  
  • Improve skills towards building and maintaining relationship with clients 
  • Strengthen problem-solving skills to address client issues effectively 
  • Develop and display understanding of bank policies, services, and fee structures 
  • Enhance negotiation skills to reach mutually satisfactory resolutions with clients
Skills Assessed
  • Effective Communication Skills
  • Problem-Solving Abilities
  • Negotiation and Persuasion 
  • Client Relationship Management
  • Product Knowledge and Compliance

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Credit Card Fees Charged Incorrectly

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