Kai asked: Tell me about a time a customer was angry about a mistake on their bill.
“Crossed out: Um, so basically, a lady called the branch because she was charged twice. She was really angry. I said sorry, sorry, like, many times. Then, Crossed out: you know, so I just apologized and transferred the call.”
The fix
Say sorry once. End with what happened to her bill.
“She was charged twice for one rice cooker. I said sorry once, checked the receipt and got the void approved. Her refund was done in [how long it took] and she thanked me.”



