Whose first language wasn't English was telling me that she had to double charge that her electric bill, Amy repeated back everything Sue said to make sure she got it right. She then informed Sue that she would have to send this to the billing department when she informed the situation and asked if there was an acceptable solution she found, but said yes. Amy recognize the disagreement between Sue's body language and her verbal statement, Amy, knowing that Sue was having a hard time said what if I call you in two days so that I can give our billing department a chance to review the situation who actually agreed and less satisfied