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: Probing techniques like those below will help you to do this. You may also find these techniques useful when uncovering the customer’s intended call outcome or when they don’t sound overly happy with the course of the conversation. 6. Customer Validation
The simplest probing technique that you can use to elicit more information from customers is to actively validate the little pieces of information that they give you. By using statements like those below, an advisor can show an interest in the little things that the customer is saying, to create an environment where the customer feels actively encouraged to talk more. “I think that you’ve made a great decision.” “I understand why you chose that option.” “I can see what you were trying to do there.” With the help of these phrases, we can also reassure the customer of their previous choices, if they seem anxious about their previous decision-making. We can support them by demonstrating an understanding of their thought process.