Stephen R. Covey, the bestselling
author of The 7 Habits of Highly Effective People, explained in one of
the habits that we need to “Begin with the end in mind.” While this
habit refers to our personal goals, it also applies to the way we handle
customers. When we answer a call from a customer, what is our end goal?
As business owners, our goal is to
understand the need of the customer and find way to address it. Customers call
for answers, not to leave still feeling frustrated. But in order to find the
best solution to problems, get into the root of it all. What caused the
problem, which worries the caller? It is important for your customer service
representatives to ask the right questions.
The art of questioning is a wonderful
skill and can be acquired through constant practice.
- to gather information;
- to manage the call (Phone reps should effectively manage the
entire call);
- to identify the hidden concern; and
- to clarify things
Know the strategy of asking question
and the types of questions to be
asked.
How to ask questions
- prepare the most appropriate question;
- know when to ask a question; and
- ask politely
There are different types of
questions. Two of the commonly used strategies are the open-ended and
closed-ended question, and the funneled question.
The open and closed-ended question
is a type of question you need to ask. An open-ended question is answerable by
something generic or can be followed by another question. Closed-ended question
is answerable by yes or no and a specific answer. Using this question vice
versa will easily help you identify the caller’s real concern.
The best strategy for questioning is
funneled questioning. In this strategy, you attempt to identify the reason why
customers called. The way you ask a question is really intense. You ask
every detail of the caller’s response to shed more light in the matter.
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