AND WHY IT IS IMPORTANT TO GET IT RIGHT
Ever wondered how your team or your colleagues convey a “no” to their customers when necessary? Or how consistent this kind of communication is across different account managers? Here is a real-life example, copied and pasted from the original emails.
Background: A bank customer asked his bank to reorganise his home loans, no change to the overall amount, just shifting the various parts to accommodate evolving market conditions.
In response to this request, the client was sent a new set of Terms and Conditions to sign. These new T&Cs included a paragraph about the right of the bank to potentially disclose customer information to third parties. Our featured customer wasn’t happy with that and asked if the bank … read more by subscribing.
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