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I doubt the customer failed to understand that the customer support rep thought that the issue wasn't their fault; the customer was getting angry because they t
by bcoates 13y ago
I doubt the customer failed to understand that the customer support rep thought that the issue wasn't their fault; the customer was getting angry because they thought the rep was wrong.
Analogies don't convince and are often seen as condescending or evasive: "I asked for help, and I get word games"
- mlwarren 13y agoAhh, see, I was under the impression that the customer was failing to understand. If they think the rep is wrong then that's a whole other problem. If that's the case then you're right, it does come off as condescending. I'm not sure of the best way to convince a customer (who is wrong) that is questioning the rep's expertise. Provide more data and explain differently, I guess.