Questioning Techniques to Determine Needs

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 questions 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.

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

All those looking to improve their ability to communicate with customers

• Introduction
• Open-Ended Questions
• Closed-Ended Questions
• Probing Questions
• Echo Questions
• Leading Questions
• The 'And...' Technique
• Interpreting Disguised Responses
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute