Mr. Cappus has an issue with his credit card; it was declined when he tried to use it overseas. He is very frustrated. What would you be most and least likely to do? Pick One of Each Most Least O Empathize and let him know you understand his frustration. Tell him this can be prevented by notifying the bank before overseas travel. Explain to Mr. Cappus the policy is actually in his best interest. Emphasize that the bank does this to protect clients. Apologize for the inconvenience. Tell him that you wish there were more you could do, but this is simply bank policy Suggest you spend some time discussing his banking needs. Consider other products/options that may benefit him for overseas travel Exit Replay 5/10 Next >