What should you do when handling billing complaints?

Focusing on understanding the issue is crucial when handling billing complaints. This approach allows you to gather all necessary information about the customer's concern, ensuring that you fully comprehend the specifics of their complaint. By actively listening and asking clarifying questions, you can identify the root cause, whether it's a misunderstanding or a legitimate billing error.

This thorough understanding is essential for addressing the complaint appropriately and helps in creating a sense of trust and empathy between you and the customer. It also enables you to provide accurate solutions and prevents unnecessary escalation of the issue. By concentrating on understanding first, you can develop a more informed response and enhance customer satisfaction.

The other options, such as challenging the customer's claim or providing immediate refunds without investigation, could lead to further frustration for the customer or mishandling of the situation.