A customer insists that a charge on their account is wrong and becomes aggressive. After reviewing, you confirm the charge is correct. How do you handle this?
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A
Calmly explain the charge with evidence, acknowledge their frustration, and offer to escalate if they remain unsatisfied
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B
Apologize and reverse the charge to calm the situation
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C
Firmly tell the customer they are wrong and the matter is closed
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D
Avoid confrontation by passing the customer to a colleague