A/R 501 Customer Enquiries / Discrepancies

Handling Customer Inquiries and Discrepancies:

a. Active Listening: When a customer calls upset about invoices or discrepancies, it's essential to actively listen to their concerns without interruption. Let them express their frustrations and ensure they feel heard.

b. Empathy and Understanding: Show empathy towards the customer's situation and express understanding of their concerns. Acknowledge their feelings and reassure them that you're there to help resolve the issue.

c. Clarification and Investigation: Ask clarifying questions to understand the specific nature of the problem. Investigate the issue thoroughly by accessing relevant information such as invoices, payment records, and any related documentation.

d. Resolution Proposal: Based on the investigation, propose a solution to address the customer's concerns. This could involve rectifying billing errors, providing explanations for discrepancies, or offering alternative payment options if necessary.

e. Effective Communication: Communicate the proposed resolution clearly and effectively to the customer. Provide any necessary instructions or information required for them to understand and accept the proposed solution.

f. Follow-Up: Follow up with the customer to ensure that the resolution has been satisfactory and that any outstanding issues have been fully addressed. Express gratitude for their patience and cooperation throughout the process.