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Probing Questions for Customer Service

Probing questions are questions directed to customers that are aimed to create building blocks or obtain background circumstances to allow an agent to create the best solutions to the customer’s problems. Probing questions can be used to build rapport with clients, understand customer problems, issues and need especially hidden or unexpressed concerns, foster conversation with client, enhance customer’s comfort zone so that they can articulate their issues better and clearer and incite or drive customers’ emotions so that they will proactively involve themselves in finding solutions through the agent assistance.

The probing questions are shaped by factors such as age, culture and location. It often starts with simple what and how questions that encourage clients to provide greater detail or explanation about their problems or issues. It is then followed by “Do you” and “Are you” questions which explore the personal involvement of the customer which brought about one’s concern. Incidentally, it is important to refrain from asking “Why” questions because such questions tend to be interrogating or sound reprimanding which can be offensive on the part of the customer which in turn can put them in a defensive status.

Some examples of Probing Questions included, “Could you please tell me more about…”. In which case, question prompts customer for further or more detail information without necessarily. This can be complemented by asking, “Could you give me some examples?” or “Could you tell me more about that?” In order to categorized a rather unclear explanation from the customer, the agent can restate or rephrase the explanation of the customer in such a way that it fits the typical issues that are often raised by customers then ask “Did I understand you correctly?” Another way of generating or initiating more information from the client is by personally asking, “What makes you feel that way?” Finally, to obliquely ask “why questions”, the agent can rephrase the question by asking, “what could be some of your reasons for doing it?”, In this way, one is able to learn to root cause of the issue without chastising the customer.

Originally posted 2013-11-01 03:01:47.

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