A client sent you an email asking for updates on a special feature that he needed to be customized to his account. - Email (a confirmation text message to check the email is OK if the customer's persona and culture allows for it), A client sent you this on WhatsApp" Why was my account suddenly frozen without any warning?" - If it is a simple explanation and the issue is resolved already: text or voice note--if not, call, The client sent you this on WhatsApp ""I was charged extra fees this month—can you explain why?"" - Complex issue--call, The client sent you this on WhatsApp "The app keeps crashing every time I try to make a transaction!" - If it is a simple explanation and the issue is resolved already: text or voice note--if not, call, Your manager assigned to you a new account, via email. You want to express that you won't be able to handle this besides all the accounts you are responsible for. - Call/meeting, Client sent you on WhatsApp: "Could you help me increase my transaction limit for this month?". You won't be able to do this - Call, Your manager assigned you a new account. The client is very aggressive and you had a conflict with him before. You want to explain this to justify that you won't be able to handle this account - call/meeting (complex issue), The client sent you this: "you are not replying to my messages and inquiries, this is an awful service" as text on WhatsApp - Call (possibly text if this is outside the working hours), A client has called you to report an unauthorized transaction on their account. You couldn't pick up because you were in an urgent meeting. A few minutes later you found that he sent you messages with abusive language complaining that you didn't pick up. You are still in the meeting - Call right away, You want to request annual leave from your manager. You already told him verbally 1 month ago. - Email to make an official request (possibly text before sending the email), You are reaching out to select clients to inform them about a new premium account service with enhanced benefits. You want to encourage them to upgrade and are hoping to build interest. - Email/WhatsApp campaign and follow-up call (human interaction is essential still),

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