Customer Service Effective Questioning

Asking the right questions is the art of effective communications and is used to exchange information. Asking the proper, focused and productive questions will help you in a particular situation and you will be able to enhance a whole range of communications skills.

Behind effective questioning there is also the capacity to listen to the answers and give the appropriate response, avoiding instant judgements. This shows you are willing to understand what the person is really saying and what his intentions are.

Effective questions are strong, inspiring, open-ended and not leading. They enable you to empathise with your customers in a more significant way and help you understand your customer’s issues more thoroughly, including the possibility of persuading them. This enables your staff to take responsibility for their activities and take care of issues in the work environment as well as developing their negotiating skills.

This comprehensive unit explores the various techniques of effective questioning. It also discusses how to deliver bad news and how to effectively say ‘no’.

The unit explores the purpose and value of knowing the art of effective questioning and provides an introduction to open and closed questions. You will learn about probing techniques.