The banking system is one of the most important, but also vulnerable economic systems so when crises affect financial institutions, they have an impact on the entire financial market as well as the economy as a whole. Effective crisis management is one of the most important tools for any organization in modern business. Timely recognition and response to the crisis, along with effective crisis communication is necessary for successfully operating an organization. The subject of the paper is to explore the management of the bank during the crisis as well as ways of adjusting the business, and the impact of the crises on customer satisfaction on the example of Zagrebačka banka d.d. Zagrebačka banka is the leading competitive bank in the Croatian banking sector. In 2020, the bank faced two external crises: a crisis caused by the COVID 19 pandemic and a crisis caused by a natural disaster, an earthquake. Crises required dynamic and effective management decision making. In addition to having to adjust operations and ensure business continuity, it was also necessary to assess risks, ensure debt collection, and offer solutions to clients with financial difficulties. The bank also faced an internal crisis caused by a financial penalty for non-compliance with the legal provisions of the Law on the Prevention of Money Laundering and Terrorist Financing, i.e. non-compliance in business operations. The aim of the empirical research provided answers to key questions about customer satisfaction with the bank's operations during the crisis, and confirmed the hypotheses that customers are satisfied with the bank's services and operations, which finally leads to the conclusion that the bank successfully managed crises.