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: The Funnel Effect works in three phases, as highlighted in the graphic below. Step 1: Asking Open Questions – Try to start with open questions about the subject at hand, as this will give you all the information you require to take the conversation further. Step 2: Asking Probing Questions – These are the questions which will allow you to delve deeper into the customer’s answers to your open questions, finding out the reasons and emotions behind those answers. Examples of probing questions include: Could you give me an example of what you mean by…? How long has this been an issue? Is there anything you can tell me about how it looks or sounds? What happened when you tried to…?