Without at least seeing the document, it's impossible to diagnose. The simplest explanation is that you're Word installation uses a different printer driver (Word uses the printer driver to work out how best to lay out the document). If you install the same printer driver as your client uses, and make that the active one for your transcripts, you should see the same formatting that your client sees. You don't need to actually have such a printer - you're simply telling Word what printer to format the document for.

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Cheers,
Paul Edstein
[Fmr MS MVP - Word]