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Tips for Effective Questioning

Posted on August 30, 2015 | No Comments on Tips for Effective Questioning

Asking a question is one of the most basic ways to obtain right information from customers. Hence, it is important for call center agents to learn effective questioning techniques in order to facilitate better communication and better serve their clients. Below are ways to effective questioning.

Frame the conversation. This is achieved by simply telling client that you are going to ask some question as well as the reason why you are asking questions. In this way, client will be ready to respond promptly to questions.

Use different types of questions to dig deeper. Start questions with open questions, or questions that entail long answers and entails client to think and reflect or give opinions and feelings. Follow it up with probing questions or follow up questions to delve deeper into the customer’s responses to the open questions. Finally, use closed questions to gather facts (often yes or no answers) about customer. This also helps agent maintain control of the conversation as the questioner.

Explain and Describe. For probing questions, one way to gain insight about the customer is to allow him to explain and describe situations. In this way, agents are given information for analysis.

Listen carefully. When customers respond or answer questions, agents should listen carefully in order for them to flow their dialogue or conversation with client in a spontaneous and structured manner.

Avoid silence. Silence over the phone can be misinterpreted for many negative reasons such as the connection has been interrupted or the other party is not listening. As such, agents should avoid being silent over the phone as much as possible.

Use positive words. In asking questions, agents should use polite positive words delivered in an enthusiastic manner so that it would not sound robotic, insensitive, SOP which can upset a client. The use of positive words is also important to avoid making the questioning like an interrogation.

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