Resolving Blocked Card Complaint

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

Character’s Role

Client

User’s Role

Banking Relationship Manager

Scenario Location

Banking Executive Office

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No technical knowledge required.