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: 10 Effective Questioning and Probing Techniques for Customer Service
10 Effective Questioning and Probing Techniques for Customer Service
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9th Sep 2020
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Filed under - Skills, First Contact Resolution (FCR), Language, Questioning Techniques
We examine ten key techniques for questioning and probing customers, listing lots of helpful probing questions and skills along the way. Questioning Techniques
Asking the right questions gives us the information we need when we need it. It is therefore an invaluable skill for customer service teams. Fortunately, there are lots of questioning techniques that advisors can use to develop this skill. We have listed five of the best below. 1. Open and Closed Questions
An open question is a question that starts with “how”, “what”, “when”, “where”, “who” or “why” and cannot be answered with a simple “yes” or “no”. You will likely use open questions when: You want to help change the mindset of the customer
You want to better understand the customer
You want to show interest in what the customer has to say
For these reasons, advisors are often recommended to ask open questions as often as possible and then to follow up with a closed question when they want to confirm their understanding of something. As you may have guessed, a closed question is the exact opposite of an open question.