From the course: IT Service Desk: Customer Service Fundamentals

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Contact investigation and diagnosis: Confirming questions

Contact investigation and diagnosis: Confirming questions

From the course: IT Service Desk: Customer Service Fundamentals

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Contact investigation and diagnosis: Confirming questions

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- The final type of questioning is confirming. These questions help to ensure that we understand the information the customer has given us. This is especially important in the investigation and diagnosis step. If we don't have our facts straight, we will start to apply the wrong resolution. Confirming questions begin with words and phrases like... - Can I confirm this information with you? Error eight is the error message. Is that correct? And it appears to be working now, right? - Now most customers are eager and willing to verify information with you. However, there may be some who may not be as willing to confirm the information or perhaps get frustrated because they think that you aren't listening. How we pose the confirming question is very important. We want to convey to our customers that we are listening. We aren't meek and mild. We want our customers to know that we are active listeners and we are confident in our abilities. We simply want to confirm the facts before we start…

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