Ahh, 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 th

Ahh, 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.