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can you write it in steps ?
I would like to explain this situation woth an example. The customer is irate as he had been charged a late payment fee in a loan. It is not in my authority to refund this amount. I will1st try to calm down the custromer and I would ask for some time to speak to my manager. Explain him the situation. Now even the manager has a target. He may want some more deposits for the bank for thecharge to be waived. I should tell the customer about the offer politely.
We should understand thatin customer service we act like shock absorvers between the customer and the bank. Do not take anything personally and try to explain the offer that we can make.
The customer may not accept it at the1st instance but even he knows that in a transaction you have to compromise. He/she will understand. But in no circumstance we should be rude. A customer is the king and is the reason for our very existance.
