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: Just remember to use an upbeat, authentic tone to avoid patronizing the customer. Smiling while speaking is a good tip to help you achieve that. For more on the topic of making customers feel good about themselves, read our article: Top 25 Positive Words, Phrases and Empathy Statements
7. Push and Pull Communication
People communicate in different ways. If we can communicate with customers in the way that best suits them, they will respond better to our probing. Fortunately, this doesn’t have to be complicated, as customers will generally prefer one of two methods of communication. These are: Push Communication – Which is to ask lots of questions of the customer. Pull Communication – Which is to share lots of information with the customer.