If you have an overly confident user on the phone, what is a good practice?
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 build rapport and trust, and may help to redirect their confidence in a more positive direction. It also shows that the support agent values and respects the user's expertise. The other options may escalate the situation and create a negative experience for the user.

If You Have an Overly Confident User on the Phone