John has an appointment with you today and is asking you to speed up the process for his new loan, as he needs the loan amount the next day. However, you know it will take two days for the loan disbursement to be processed. The options are to tell John that you cannot expedite the process but will help in other ways, to acknowledge John's need but manage his expectations about timing, or to not properly address John's concerns about timing.

1. Today you have an appointment with John, one
of your long-term customers. John is asking you
to speed up the process for his new loan. He
needs the new loan amount the next day. You
know that it will take 2 days until the loan
disbursement can happen.
What would you say to your customer John?
Select from one of the 3 options below.
B
C
Choice A Info
Choice B Info
Choice C Info
A
Exit Course

2. Your communication with John
is suboptimal, and there is
potential for improvement.
You have managed the
expectations of your customer,
but he feels that he is not being
really valued by FINCA.
A
Exit Course

3. Your communication with John
is effective. You have really
managed the expectations of
your customer, and he feels
that he is being valued by
FINCA.
B
Exit Course

4. Your communication with John
is poor. You have not managed
the expectations of your
customer, and he feels FINCA is
treating him badly.
C
Exit Course