Settling Billing Disputes
Contenido del curso
Settling Billing Disputes
Contenido del curso
Boris Turcios
SETTLING BILLING DISPUTES – VOCABULARY WITH MEANINGS CORE CONCEPTS - Billing dispute — A disagreement over charges on a bill - Unexpected charge — A cost the guest did not anticipate - Active listening — Fully listening to understand the guest’s concern - De-escalate — To reduce conflict and calm the situation - Ownership — Taking responsibility for mistakes and resolving them DOCUMENTS & RECORDS - Transaction history — A record of all payments and actions - Itemized bill — A bill with each individual charge listed separately - Receipt — Proof of payment given after a transaction - Revised bill — An updated bill after corrections are made - Policy — The set of rules or terms that explain charges EXPLAINING CHARGES - Valid charge — A correct and justified fee on the bill - Service charge — A fee for a specific benefit or service - Confirmation email — An email confirming what was agreed and paid - Clarify the total — Explain the full amount clearly to the guest - Connect charge to value — Explain what the fee covers APOLOGY & CORRECTION - Sincerely apologize — A genuine apology for a mistake - Fix the error — Correct a mistake on the bill - Provide proof — Show evidence of corrections made - Correct and finalize — Correct the bill and finish the process PHRASES FOR INTERACTION - “I understand your concern about the final total.” — A phrase showing empathy - “Let’s review the charges together.” — A collaborative phrase for examining the bill - “Here is your revised bill.” — A phrase when presenting the corrected bill - “Does this look correct to you?” — A confirmation question - “Thank you for your patience.” — A polite phrase after resolving the issue
