Question

When you answer the phone, you know immediately that the caller is angry. without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. she says the office is discriminating against her by charging her more than the normal amount. how should you handle this call?

Answer 1

You should tell her why she was charged that amount, and figure out from her who she spoke to when she called what she asked the person she spoke to the name time of phone call etc.