The participant takes on the role of a Commercial Account Manager for a Bank and meets a customer from Guardeno Industries, a global glass manufacturer. Following an international glass fair, a series of fraudulent actions have been identified across various Guardeno employee accounts which have caused security, compliance and customer service concerns. The participant is required to gain an understanding of the key facts and then meet the customer. The issues are complex and there is fault on both sides. The aim of the meeting is to explore the situation from all perspectives, understand the concerns of the customer and agree a plan to resolve the situation and maintain the relationship. There is also opportunity to gain further business if the meeting is handled well.