How would you handle a customer considering closing out their account?

"Our Purpose: At TSB, we exist to help our customers make the most of their money so that they can feel money confident every day. When they feel more confident with their money, they can get more out of life. And put simply, that is what it's all about. We want to make banking better for everybody. Every penny a customer deposits with us is used only to support loans and mortgage to other TSB customers. We pride ourselves on being easy to deal with."

"I would ask questions and try to determine if there was cause for concern. If there were unavoidable circumstances and they had to close out their account or had succeeded in the goals that the account served, I would try to find new avenues to help them move forward. However, if for some reason they'd lost confidence in what we had to offer, or if another bank over-promised and suggested they could do better, that would require a deeper and more corrective conversation. But all begins with opening a dialogue and proceeding with open and transparent communication."