A long-time RBC client calls upset because a fee was charged to their account that they believe is incorrect. After reviewing, you confirm the fee was applied per policy. What is the best response?
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A
Explain the fee policy clearly, apologize for the confusion, and explore if any goodwill adjustment is appropriate given the client relationship.
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B
Firmly tell the client the fee is correct per policy and there is nothing you can do.
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C
Immediately waive the fee to end the call quickly without explaining anything.
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D
Transfer the client to your manager without attempting to resolve it yourself.