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NexusGroup Employee Portal

Scenario · Phone

A client queries a charge on their account

A managed-services client thinks they've been billed twice. Practise checking the record calmly and explaining clearly.

Nexus Tech Phone Intermediate

The situation

A business client phones the Service Desk:

“We’ve just had our monthly invoice and I think we’ve been charged twice for the same support visit. Account NX-10482. Can you sort this out today?”

They’re polite but firm — they want it fixed.

Your role

You take account enquiries. Listen, check the record, and explain what you find — without promising a refund you can’t authorise.

A good approach

  1. Listen and acknowledge. Thank them, confirm the account, and note the concern accurately.
  2. Check the record. Look up the account and recent charges in the records register / finance records before drawing a conclusion.
  3. Work out what happened. Is it a genuine duplicate, two separate visits, or a description that looks the same? Compare dates and references.
  4. Explain clearly. Tell them what you found in plain language. If it’s an error, apologise and start the fix; if it’s correct, explain why, calmly.
  5. Set the next step. If a credit is needed, it goes to Finance to action — give a realistic timeframe and a reference, and follow up.

Good-practice tips

  • Don’t promise a refund on the spot — checking and authorising sit with Finance.
  • Keep an accurate note so the next person can pick it up.
  • Stay calm and factual, even if the client is frustrated.

Reflect

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