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A customer calls a support line for billing issues. He says he's been a loyal customer for years, but plans to switch to a new company if his bill is not fixed immediately.

Based on the procedural guidelines provided, how should you respond?

"We're very sorry! Let me notify the retention department immediately so we can help you as soon as possible."

$"$I$\text{'}$m sorry about the potential billing problem. Would you give me some more information before I forward this to my manager?"

"Let's see what the problem is$.$ Could you give me your account information so I can show this to our marketing team?"

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