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: However, Lindsey, one of our readers, warns: “ Try not to use it rigidly, as the advisor may need to confirm the information they receive from an open question with an immediate closed question.” You don’t need to stick to the principles of the Funnel Effect. Sometimes it’s better to use them intermittently. Also, the advisor may need to open with a closed question to immediately confirm that they are speaking with the right person. So while it’s good to use all three question types, you don’t need to stick to the principles of the Funnel Effect. Sometimes it’s better to use them intermittently. 3. TED Questions – (Tell, Explain, Describe)
When using probing questions, TED can become your best friend. TED stands for three simple words that will help you get the answers you are looking for: