You work at the front desk of a bank. It is a normal working day and an older couple walks in, asking you to open a new safe for them. You discuss with them the terms and conditions, and they decide that the safe is to be opened only when they are both present. You prepare the contract, they sign it and leave happy.
A few months later, only the man comes back and asks to open the safe for a family emergency. Knowing the policy, you apologize and state that it can be opened only with both of them present. He gets emotional and explains his wife is in the hospital, which is why opening the safe is of great importance.
The challenge is to stay within the bank’s procedure while managing to help your client. If you stick to the contract, it may be fatal for his wife. If you don’t, you may open the safe due to untrue statements by the man and have an angry manager afterwards.
At the end of this training, you should be able to handle complicated situations with clients and bring the best decision.