Problem: You work for a major financial institution. Your branch handles customer calls from a wide variety of individuals. Recently, you've noticed an increase in calls from individuals from African countries. You've noticed a trend where many of the callers do not understand how to access their accounts through the online portal and app. Create. An action plan from the perspective of an associate at a local financial institution to address the client's unique needs. Start with the basics: 1. What is the issue? 2. What information do you need? What information does the customer need? 3. What can you do for the customer? 4. What are some considerations you must make when working with a diverse clientele? The format must be a professional letter, email, social media outreach, or phone script addressing the main concern and providing possible solutions. You are responding directly to the clients.