$|$ charged more in fees than you've paid me in interest for the entire year. And what is with this "paper statement" fee? Now you're charging me $$3$ a month to send me a paper statement? That's ridiculous! And just yesterday I got a letter in the mail stating you are going to charge me a fee to deposit cash in your bank, Let me get this straight: You are charging me to deposit money in

$1\mathrm{.}13$

your bank? And, don't even get me started on your ridiculously low interest rates on my savings. I$\text{'}$m fed up$.$ All your bank does is

points

take, take, and take. You give nothing in return. I$\text{'}$m here to close out my accounts. I$\text{'}$m moving to a different bank."

$01$:$08$:$08$

Ana cancels the two below minimum balance fees and restores $$60$ to Emerson's account.

Fix the customer's problem $v$

$2.$ Ana apologizes to Emerson for the recent problems and emphasizes that Emerson is a valued customer that the bank does not

e$$ook

want to lose.

References

Fix the company's problem. $vv$

$3.$ Ana sets Emerson up with an online banking app that delivers monthly statements free of charge; she explains how to use it and how to set up text alerts.

Fix the customer's problem. $v$

$4.$ Seabird Bank decides to send out bank statements on the ${15}^{th},$ rather than the ${30}^{th},$ of each month.

Fix the company's problem. $$

$5.$ Seabird Bank removes the $$3$ fee for paper statements for long$-$time customers like Emerson.

$($Click to select$)$

$6.$ Seabird Bank changes its deposit policy, wherein it charges a deposit fee only on ATM deposits. No fees will be charged on teller deposits.

$($Click to select$)$

$7.$ Seabird Bank embarks on a communication campaign to emphasize its commitment to staying a local bank that builds relationships with and values its customers.

Mc

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