A customer believes they were charged incorrectly but becomes rude when you try to explain. After two attempts, they still refuse to listen. What is the BEST next step?
-
A
Match their tone to assert authority
-
B
Politely offer to send a written explanation and schedule a follow-up call when they are ready to discuss
-
C
Hang up and close the account
-
D
Agree with them just to end the call