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About the Case

Sarah Johnson is a long-standing client of the bank. She is visiting the branch to address a complaint regarding her blocked credit card. As her relationship manager, your role is to investigate the issue, resolve the blockage, and ensure a positive resolution to Sarah’s concern.  

Your job also involves ensuring the client is taking advantage of all the benefits the financial institution has to offer. It is imperative to perform a financial review of the client’s relationship and optimize the client’s expectations.  

Learning Objectives:
  • Develop active listening skills to understand clients’ concerns  
  • Enhance problem-solving skills to resolve client’s issues  
  • Improve relationship management skills to handle complaints professionally  
  • Strengthen product knowledge to ensure client’s satisfaction
Skills Assessed
  • Effective communication 
  • Client Empowerment 
  • Product Knowledge and Recommendations 
  • Client relationship management 
  • Problem Solving 


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Resolving Blocked Card Complaint

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