Max, the branch manager of Money Tree Bank, has received an email from a customer stating that a huge fee has been charged for his account and that he was not aware of such a charge when he opened the account.Max sends a reply expressing the bank's commitment to ethical practices and assures the customer that such events would not be repeated.Which of the following is most likely to be Max's next step to sort the issue?

Question

Quizplus · Accepted Answer

Max's next step would likely be to examine the existing explicit rules governing the firm's transactions to determine whether the fee was legitimate and why the customer was not informed of it. This would allow Max to identify any shortcomings in the bank's practices and take corrective action to prevent similar issues from occurring in the future. Assessing the organization's ethical climate or creating a new code of ethics may be steps to take later on, but they are not the most immediate or relevant response to the current situation. Similarly, determining what reward is appropriate for the staff member who generated the fees or making changes in the current code of ethics are not directly related to addressing the issue raised by the customer.

Max, the Branch Manager of Money Tree Bank, Has Received