A customer calls a support line for billing
issues. He says he's been a loyal customer for
years, but plans to switch to a new company if
his bill is not corrected immediately.
Based on the procedural guidelines
provided, how should you respond?
'We're very sorry. Let me notify the
retention department immediately so
we can help you as soon as possible.'
'I understand your anger. Let me
transfer this to our legal team for
their review.'
'Let's see what the problem is. Could
you give me your account
information so I can show this to our
