MedVR
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About the Case

Brogan Vance, a small business owner, has decided to move business accounts to a competing bank due to lower transaction fees, higher credit limits, and dissatisfaction with the current bank’s slow loan approvals and uncompetitive pricing.

As the bank representative, your role is to address Brogan’s concerns, explore ways to retain the business, and demonstrate how your services can better meet client needs.

Learning Objectives:
  • Implementing retention strategies, such as fee waivers, to enhance customer satisfaction
  • Resolving conflict by listening, acknowledging frustration, and calmly explaining fees
  • Highlighting the value of current services and offering alternatives to improve experience
  • Showing empathy by understanding frustration and validating customer feelings
  • Prioritizing customer needs with tailored solutions to ensure satisfaction
Skills Assessed
  • Retention Strategies
  • Conflict Resolution
  • Persuasion Skills
  • Empathy
  • Customer Focus

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Mitigating Account Closures

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