June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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97
American Management Association / www.amanet.org
Case 19: Good News, Bad News: Part 1—The $15.00 Mistake
Case Discussion:
Good News, Bad News: Part 1—The $15.00 Mistake
Summary: Part 1—The $15.00 Mistake
As a recent graduate of State Bank’s Management Trainee Program, Ted Banacek had been pro moted
to the assistant manager’s job at one of the busier branch offi ces. One week when Ted’s manager was
away on vacation, a customer asked for a refund on a charge for $15.00 made to her checking account.
After reviewing the details, Ted decided not to make the refund for various legitimate reasons. The
customer, unhappy with the decision, went to the teller line to fi nish some other business.
Shortly thereafter, Ted noticed that the customer was talking ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.