If You Have an Overly Confident User on the Phone

question 20

Multiple Choice

 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

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Definitions:

Empathy

Identification with or sensitivity to another person’s feelings and problems.

Assertiveness

A communication style in which individuals express their thoughts and feelings in a direct, honest, and appropriate way.

Positive Communication

The practice of exchanging messages or information in a manner that is constructive, supportive, and encourages mutual understanding and collaboration.

Injection

A method of delivering liquids into the body, usually using a syringe and needle, directly into the bloodstream, muscle, or skin.