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Questioning Techniques to Determine Needs

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Course Format
Video on Demand  Video On Demand
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Training Time ?
14 to 24 minutes
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High Definition
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Number of Lessons
Quiz Questions
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
Telephone Doctor
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Questions are all about seeking information. Without them, individuals would never be able to uncover someone else’s issues, problems, concerns, or desires. This is especially true in the customer service industry. If you do not ask questions, you will not be able to fully understand what your customers expect of you and your service. This training video teaches you seven different types of question to improve your customer service skills.

Properly asking questions shows the customer you are actively engaging them and wanting to help with their needs. Without this kind of interaction, you are merely assuming you know what the customer may or may not want as opposed to confirming it. Some of the methods taught here include asking leading questions to get the customer to move to the next step towards what they want, and how to ask probing questions in order to dig deeper into the customer’s problems and expectations.

Each of the seven types of questions helps you improve your customer service skills; it is critical you understand and appreciate how to interact with and assist the customer. Understand how to implement these methods with this online training video and improve your customer service skills, thereby helping both the customer and your business.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course

All those looking to improve their ability to communicate with customers

The course presents the following topical areas:
  • Introduction
  • Open-Ended Questions
  • Closed-Ended Questions
  • Probing Questions
  • Echo Questions
  • Leading Questions
  • The 'And...' Technique
  • Interpreting Disguised Responses
  • Review

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