1. Listen Without Judgment
The customer believes they're right. Start from that place of respect.
2. Investigate Thoroughly
Every dispute deserves a complete investigation, even if you think the bill is correct.
3. Be Transparent
Show your work. Walk customers through your investigation process and findings.
4. Admit Errors Quickly
If we made a mistake, own it, fix it fast, and apologize sincerely.
5. Explain Clearly
When billing is correct, ensure the customer understands why. Use simple language and specific examples.
6. Offer Solutions
Even when no adjustment is warranted, help the customer manage their situation.
7. Document Everything
Your notes protect both the company and the customer. Write as if they'll be read in court.
8. Stay Professional
Even if a customer is angry or accusatory, maintain professionalism and empathy.
