ࡱ> oqntu,g ! bjbjVV 3r<r<  ^^^rrrr,\r,^&=,?,?,?,?,?,?,$/1c,^"c,&x,mmmj8^&=,m=,mm*|F+&{ 3:*),,0,+p2mp2$+p2^+0mc,c,m,p2 : Training Course 2 - Effective Questioning So much time is lost in contact centres through ineffective questioning and poor listening. If we get it right we achieve first time fix and a sensible call length. If we get it wrong the call quickly loses structure and if we fail to get to the root of the problem the customer is very likely to call back This module will help you to- Use a variety of question types Add more structure to your questions Listen properly Summarise customer issues and avoid call backs The Funnel The funnel is an easy way to plan your questions. Quite simply at the top of the funnel you ask the questions that will get you the most information Open questions. As the funnel narrows so your questions become more specific to focus on the details. Open Questions The key to an open question is that it demands more than a yes or no answer. Typically these begin with How, who, why, what, when, or where. Avoid using too many why questions as these create a defensive or waffley answer from the customer. What is a softer approach, but can be used to get similar information. E.g.- Why did you not take it back in the trial period? WRONG What made you decide to keep it beyond the trial period? - BETTER TED Other words also encourage the customer to give broader explanations and these are- Tell meExplain to meor Describe for me These encourage the customer to tell their story and can certainly help an upset customer to explain what has happened in a calm way. Chunk up- These are simple yes or nos. They are great for clearing up a single point. E.g.-Has this happened before? If we over use them well be there all day Chunk down- To get to the detail we simply add a word to an open question. Detail words include- exactly, and specifically. E.g.-What exactly does the error message say? These happen lower down the funnel to fine-tune our information. Summarise- We use this to present a summary to the customer to ensure we have captured the important points. It is a perfect way to end a funnel. E.g.-You bought the item in May, because of a house move it wasnt used until July and thats when you noticed it had no instruction manual, or connector lead. Is that right? Active Listening - Hearing is not enough we need to listen hard and show the customer we are. The E.A.R.S model is a great way of achieving this- Encourage Verbal nods such as uh huhh, go on and I see are good for showing the customer we are engaging with them, but allowing them to speak freely. Ask questions Use your repertoire of questions to get the detail you need, and to build on the information the customer has given you. Reflect Build rapport and show you understand by using the customers language in your explanations. Summarise The final evidence that you have been paying close attention will be given in an accurate summary of what they have said. This also helps you to control the conversation as if the customer agrees that its all been covered we can move on. Useful questions There are no right and wrong questions as both open and closed questions serve a purpose, but the timing is essential. Open questions get you loads of information Closed questions allow you to get to specifics, confirmation and agreement Below is a use set of questions and their purpose. You may want to add your own.... QuestionExamplesUseful for...T.E.D.Tell me what has happened... Explain how the problem first appeared... Can you describe what you sawStaring the funnel and allowing the customer to communicate their version of events.Chunk downWhat exactly did it say...? How specifically did it sound?Getting the detail and building on previous informationMagic wandWhat can we do to put this right? What would you like to happen now?Moving towards a resolution (tone is vital here)Closed questionsDoes it feel hot to the touch? Does it happen every time?Closing/ opening a specific avenueSummarising questionLet me check that I have this right. It has been happening for 7 days now, and the buzzing starts as soon as you connect the printer. B black and white printing is fine, but the colour cartridge doesnt appear to work at all. Have I missed anything in that explanation?Great for summarising the issue and really demonstrating that you have listened thoroughly. Any question is pointless unless it is supported by good listening and note taking not only helps, but also validates the customer, so you could make them aware that you are doing it. E.g-Im sorry if Im a bit slow Im just making a note of the details Use their language The quality of your listening will be further demonstrated if you use their language in your summary. E.g-So let me get this right its only been playing up since your face book marathon on Sunday? Planning your questions Customers do not respond well to diagnostic flow charts as they are rigid and can be delivered in a robotic manner. There is however a great deal to be gained by using a structure to map your questions. We cant categorically say how many questions you need to get to the root cause, but we know it will be more than one. Your starting point will always be a T.E.D style question and your end for each phase will likely be a summarising question. Only when the customer has agreed with your summary are you ready to move on. It is essential you have flexibility in the middle, but if you have an end in mind your questions will have a natural flow and logic to them. The summarising question provides a useful safety net to ensure nothing was missed and allow you to move on. Key Learnings Imagine your funnel Start with the big T.E.D questions Ensure you get clarity on the relevant specifics Use closed questions when you need confirmation or agreement Listen and take notes when necessary Summarise and check understanding More courses available here  HYPERLINK "http://www.callcentreconnect.co.uk/call_centre_training" http://www.callcentreconnect.co.uk/call_centre_training Follow @RobWCCC on Twitter for daily call centre training tips  EMBED PBrush  )*    ! ] ` d f j @ B C J K [ \  Ҳ~iiiii)hR5B* CJOJQJ\^JaJph!Xh#hRB* CJOJQJ^JaJph!Xh hR6CJOJQJ]^JaJ hR5CJOJQJ\^JaJhRCJOJQJ^JaJ#hbhR5CJOJQJ^JaJ,hbhR5B* CJOJQJ^JaJph!Xh,hbhb5B* CJOJQJ^JaJph!Xh)*+` a        ! 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