Handle a Customer Who Disputes a Past-Due Balance
M2Voice only
Module Score4.1 / 5
Strengths
- Verified identity before discussing the balance
- Offered a concrete 3-month plan unprompted
Weaknesses
- Slight hesitation stating the exact due date
- Did not repeat the total balance for confirmation
Evidence (transcript quotes)
- “I understand this is frustrating — let's find a plan that works for you and confirm it today.”
