What should an agent consider if a consumer appears confused during a discussion?

In situations where a consumer seems confused during a discussion, it’s essential for an agent to prioritize effective communication and support. By considering whether a representative should be present, the agent demonstrates an understanding of the consumer's needs. This option suggests that bringing in additional support can help clarify any misunderstandings and ensure that the consumer fully comprehends the information being discussed. Having another representative present can provide reassurance and facilitate communication, allowing for a more comprehensive explanation tailored to the consumer's understanding.

This approach emphasizes collaboration and respect for the consumer's experience, fostering a more supportive environment. It also acknowledges that sometimes the complexity of information may require more than one individual to address the consumer's concerns adequately. Overall, prioritizing the consumer's comprehension and comfort during the conversation is crucial in maintaining ethical standards of communication.