Originally Posted by
corporate-wage-slave
1) It's best to be wary of indicating that you know their systems better than they do, or even worse that you have some insights into their job that they don't have. Now this is not what you are saying, at all, but I'm always conscious about how it gets received, how it gets interpreted on reception. So while I sometimes come across this sort of thing, particularly on fare constructions, it does require an elaborate skill set to get the agents to find things for themselves. And I know I don't always get it right, so humility is that big sludge bucket with many uses.
Serious question on this - I think we have all had variations of the OP's situation where we do actually know something should be possible but the agent is incorrectly saying no - the way i am framing this may give you a clue of my current approach btw which as you note is not often successful!
so would you be able to provide a mini
cws lesson on tactics to lead the agent to the right answer without going down the incorrect route?