"I had an upset customer claiming we had closed their savings account and stolen their money. There was also a language barrier, and they grew more upset when I asked them to repeat themselves. I asked for their account number, and they gave it to me, and I had to explain that this was not an accurate account number. I asked them when they accessed this account last, and they explained it was years ago. I asked them if they had a deposit slip with the routing number on it, so we could determine which branch they were at. I told them if I knew what branch it was, I could access their signature card. They gave me their account passport, and I identified the problem. Their account was at a competing bank. They did have a checking account with us once but closed it and moved those funds to the savings account at the competing bank. I never once lost composure and maintained my patience the entire time. I protected our bank's reputation while delivering a strong customer service experience, despite the situation."
