Call center? Say what? What do I say?

[paochai01]

How can someone cope with situations such as cleverly overcoming a question where he or she doesn’t know the answer?
How can he/she come off as confident?
The actual complain here is that “the call center agent doesn’t know what the customer is talking about”.
Any help? What should the agent say? How should s/he overcome such situations?

[susiedqq]

WHY doesn't the employee understand the customer?
Language barrier?
Lack of knowledge about the product?

The employee should hand off this customer to a supervisor ASAP. That can be done with, "Please hold the line. I am transferring you to a supervisor."

[paochai01]

WHY doesn't the employee understand the customer?
Language barrier?
Lack of knowledge about the product?

The employee should hand off this customer to a supervisor ASAP. That can be done with, "Please hold the line. I am transferring you to a supervisor."

Both - language barrier (communication/language skills) and lack of knowledge.