i will be smiling and quietly listening to the customer, i will be looking at the problem from the point of customer. If my regulation permits me to solve the problem, I will try to convince the customer but if bank rules doesn't permit me, I will tell her that bank doesn't permit me answer because it is not my area question. I can suggest you that my superior manager can help you because he knows more than me and he has more experience. I will be glad to take you to my superior to help you.