educate staff

educate your employees to advise customers when surrendering their policies that there are charges . I recently went to Heidelberg mall branch to surrender 2 policies . consultant assisted well and gave me a printout showing different amounts to amount receiving in my accounts .

for future and no tassel with customers complaining about service of not being told what happens when surrendering policies can your staff advise the penalty fees associated with that or atleast can the agreement show true value