Bespoke Banking

In a conference room in Singapore's Conrad hotel in early august, a gathering of Credit Suisse Group employees is in the throes of an intense role-playing exercise. As part of their training to become private bankers, the recruits take turns acting out the roles of bank "relationship managers" and their wealthy clients. Taped to the wall of the room are posters offering helpful tips on such challenges as "Resolving Skepticism" and "Resolving a Misunderstanding." Under the stern eye of Penny Radcliffe, head of Credit Suisse's in-house training program, their performances are carefully scrutinized and criticized. One stylish and confident young woman...

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