Title: 10 Effective Questioning and Probing Techniques for Customer Service
Headings: 10 Effective Questioning and Probing Techniques for Customer Service
10 Effective Questioning and Probing Techniques for Customer Service
Questioning Techniques
1. Open and Closed Questions
2. Funnel Questions
3. TED Questions – (Tell, Explain, Describe)
4. Leading Questions
5. Signposting
Probing Techniques
6. Customer Validation
7. Push and Pull Communication
8. Filtering
9. Chunk It Up!
10. Reframing the Conversation
Questioning and Probing Skills
More Tips and Tricks for Call Control
Flow With the Answers
Control Silences
Use Positive Words
Use Your Voice to Project Professional Confidence
Don’t Just Ask Open Questions
Use “Pre-Closing” for Call Control
Ask if You Can Help With Anything Else
Remember These Three Tips to Probing for Information
Make Interaction Relevant to the Conversation
Throw Away the Prompts
Put Yourself in the Customer’s Shoes
Contact Centre Reports, Surveys and White Papers

Content: tell, explain and describe. Some examples of TED questions include: Tell me, how will that affect you? Tell me, has this happened before? Tell me, what was your main motivation for calling? Explain to me, what impact has this had on your…? Explain to me, how did this situation begin? Explain to me, what difficulties did you face when you tried to…? Describe how you felt about that
Describe how it looks
Describe your ideal outcome
It can be great to use these TED questions to probe customers when the advisor feels as though they have heard something that they would like some more information on. These probing TED questions help to pinpoint the relevant insight from a customer’s open response and can therefore work well when used between open and closed questions.