To effectively address their concerns, begin with an intention to develop a sense of trust and safety. For example, start with compassionately acknowledging their feelings and the impact the issue may have on them. Express empathy for their frustration and assure them that their concerns are being taken seriously. Then, provide a clear explanation of the next steps, offering solutions while maintaining transparency. Maintaining a calm, sincere, understanding tone throughout the conversation further promotes a sense of safe, trustworthiness.

Handling billing discrepancies is a delicate matter that requires a calm and professional approach. The first step is to listen attentively to your client's concerns, ensuring they feel heard and valued. Once you understand the specifics of the issue, gather all relevant documentation to verify the accuracy of the billing. If you identify an error, acknowledge it promptly and apologize for any inconvenience caused. Clearly explain the mistake, and outline the steps you'll take to rectify it. If there's no error, provide a detailed breakdown of the billing, ensuring the client understands the charges.