You're faced with a client demanding a discount for billing errors. How do you handle this tricky situation?

Esta es una situacion delicada, es muy importante reconocer el error y disculparse con el cliente. Ofrecer revisar la cuenta juntos y corregir el error en frente del cliente. Ofrecer un descuento adicional por el error o extender los terminos del contrato si esto se puede aplicar en este caso.

Sincere Apology: Begin by acknowledging the mistake and offering a genuine apology. This shows the client that you take their concerns seriously and are committed to rectifying the error. Take Responsibility: Clearly state what went wrong without shifting blame. A straightforward explanation can help rebuild trust. Assess the Impact: Determine the extent of the error and its impact on the client. This will help you decide on an appropriate discount or service credit. Offer Compensation: Provide a discount or credit that reflects the severity of the billing mistake. Ensure that it adequately compensates the client while remaining within your company’s policies.

Apologize to the customer and ask if it's ok to put them on hold so you can review their account. After reviewing the account and you find the discrepancy talk w/your supervisor (if you don't have the authority to adjust the account, give a credit, etc...) Also, don't forget to check in on the customer periodically to let them know you are still working on the matter for them to get this handled as quickly as you can. Once the matter is handled explain what was done, when they will expect to see the credit or discount on their account and apologize again to the customer before hanging up w/them.

Primeiro devemos analisar se foi um caso de erro de faturamento, e se algum imposto foi cobrado indevidamente. Caso esse erro foi por conta de imposto indevido ou cobrança indevida, devemos contatar o cliente e explicar a situação da cobrança indevida e oferecer créditos para faturamentos futuros. Afim de resolver a situação e que não crie mais desgastes com o cliente.

Start by apologizing for the mistake and expressing your commitment to making it right. Review the details of their account to find the issue, then offer a fair discount or adjustment based on your findings. This approach shows you’re taking their concerns seriously while ensuring the solution is just and transparent.