Which of the following is a good practice when working with an overly confident user over the phone?
A) compliment the user's knowledge, insight, and experience
B) keep the conversation moving to place the user at a disadvantage
C) point out the customer's mistakes to shake their confidence
D) use technical jargon that matches or exceeds the customer's use of jargon

Question

Quizplus · Accepted Answer

Complimenting the user's knowledge, insight, and experience can help to maintain a positive tone in the conversation and build rapport, without escalating the situation. It can also help to validate the user's confidence and reduce the potential for conflict. The other options, such as keeping the conversation moving to place the user at a disadvantage, pointing out mistakes, or using technical jargon to one-up the user, could increase tension and make it more difficult to resolve the issue.

Which of the Following Is a Good Practice When Working