This book will enable readers to enhance their skills and knowledge in dealing effectively with customers. It considers the importance of understanding customer needs, expectations and aspirations, together with an understanding of the legal framework around the bank—customer relationship, so important in modern day banking.The reader will be able to apply an understanding of the law and practice of the relationship between the bank and its customers and apply the knowledge and understanding when dealing with customers during their day-to-day relationships. It will also help the bank customer to understand the approach their bank may be taking in discussions they are having with the bank.

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