From the course: Customer Service: Serving Customers Through Chat and Text
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Ask probing questions
From the course: Customer Service: Serving Customers Through Chat and Text
Ask probing questions
- Most chat customer service agents start their chats by asking the customers the broadest of broad questions, how can I help you today? While this is an acceptable way to start the conversation, you should be ready to quickly move on to other, more focused questions. Asking probing questions is a high level customer service skill that will help you solve customers' problems. Broad, open-ended questions can't be answered with a simple yes or no. They invite the customer to express what they need and yield a wide range of answers. Narrow, probing questions allow you to followup and develop a plan to help. Close-ended questions allow you to confirm understanding and can often be answered with a yes or no. An effective chat or text conversation will include a mix of all three types of questions. In fact, when chats go wrong, it's often because the agent asks too many broad questions, which the customer can't answer, or too…
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