Necessary cookies are absolutely essential for the website to function properly. Here’s a helpful audio tutorial covering 20+ probing questions you can ask your customers! Could you describe how you’d like the process to work ideally?” Probing questions take information the customer has already given you, and prompt them to go into greater detail.įor example, “Thank you for sharing your concern about adding new users to the platform with me. What impact did this have on your business?” Open-ended questions can’t be answered with a yes or no, so they force the customer to give you more details.įor instance, “I can see how that would be frustrating for you. For example, close all unnecessary tabs or programs on your computer, choose as quiet a spot as possible, and make sure your phone is out of sight. It’s hard to pay attention when there are other things pulling your focus away. ![]() “I really appreciate you taking the time to bring this to my attention.”ĭo everything you can to focus solely on what the customer is saying. “I’d feel exactly the same way in your position.” “I’m sorry you’ve had to deal with this.” This makes them more willing to divulge detailed information and open up about how the issue has made them feel. This technique can also be helpful if the customer’s query has been a little vague or confusing.įor example, “So just to make sure I understand, you feel the product you received didn’t look like what you saw on the website?”ĭemonstrating empathy is an excellent active listening technique to use, especially in customer service, as it helps the customer feel they can trust you. Repeating the customer’s problem in your own words is a good way of establishing whether you’ve understood correctly. ![]() If the customer trails off or hesitates, a simple, “Please continue” or “I’m listening” are also useful. They encourage the customer to keep talking, so you have a chance to pick up on small details as well as their emotions on the subject. ![]() Short verbal affirmations are a great way to let them know you’re listening without actually interrupting them. Many people start to feel uncomfortable speaking for a long period of time if what they’re saying isn’t being acknowledged.
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