Not my story but one of my colleagues calls which I happened to witness. My colleague will be A and Lady will be L.
L: Why have I got a new invoice for May?
A: We received a new meter reading – this caused our system to recalculate your information based on his new information.
L: Well I don’t want this new bill – just one bill a month! I don’t understand how your system has calculated this. All your customers must get confused surely?!
A: Usually our customers don’t have any trouble with this actually.
He pauses. A had just called the customer stupid, and knew it probably wasn’t for the best. We pause to see how she reacts.
L: Are you calling me stupid?!
A: No not at all! I apologise. Let me send you a statement of account which shows exactly how your bills have been reissued.
She agrees and he sends a statement of account. She is also strangely quiet. He laters received and email back from her “You were right – this is all quite straight forward.”