Mastering Questioning Techniques

Using Proper Questioning Techniques in Service Interactions

• Effective communication with customers is essential for service consultants and managers.
• Questioning techniques can improve the efficiency and effectiveness of communications.
• Open questions are used to obtain detailed information, while closed questions are used to obtain specific information.
• Open questions can be helpful in getting to know someone better, but can also result in a lot of unnecessary information.
• Open questions can be useful in allowing an irate customer to vent.
• Closed questions can focus the discussion and provide short, precise answers.
• Overusing closed questions can make the customer feel disrespected.
• A combination of open and closed questions is necessary for obtaining the information and results needed.
• Closed questions are best for obtaining specific data, such as name and phone number.
• Open questions are best for understanding the symptoms of a problem.
• Questions can be used to control the direction, flow, and length of the conversation.
• Properly structuring questions can ensure the type of response needed for the situation.