top of page

Questioning

You asked great questions to better understand my needs

Estimated Time to Complete  (Minutes)

30

Learning Objectives

  • Understand the importance of great questions in controlling the call and understanding the customer’s needs

  • Develop and use a combination of open and closed questioning techniques to craft curious questions

  • Leverage the funnelling technique (broad, open to closed) to uncover root cause/needs

Course Overview

This course delves into the vital role of asking the right questions in a customer service environment. Participants will learn how well-crafted questions can uncover customer needs, clarify issues, and guide interactions toward positive outcomes. The curriculum covers different types of questions, including open and closed questions as well as key questions and the best time to use each type of question. The course aims to enhance communication skills, improve problem-solving abilities, and foster stronger customer relationships by leveraging the power of insightful questioning. By the end of the course, attendees will be equipped to ask questions that drive meaningful and productive customer interactions.

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries.  Ask about our customized courses for your industry.

bottom of page