Question 12/13 A customer calls a support line for billing issues. She claims that there are several charges on her credit card she didn't make. You ask if the card is in her possession but she says she can't find it anywhere. Based on the procedural guidelines provided, how should you respond? Ask if she has time to review recent charges Give her the business telephone numbers for the charges and have her clarify the charges Advise her that you're closing the account immediately for her protection Ask if she can confirm the information on the charges Open a billing dispute

<p> This is a customer service scenario related question. The customer service representative should comply with common procedural guidelines which are created to adhere to company policies and protect customer interests. Here, the customer has lost her card and unknown charges have been made on her account. Unusual charges call for suspicion involving the possible theft or loss of credit card which poses a significant risk to the customer's monetary assets. Hence , the course of proactive action to be employed first and foremost is to safeguard the customer by securing the account. In this scenario, closing the account immediately protects against potential fraudulent charges.</p>