Learn how to diagnose the issue a customer is experiencing by using customer service best practices. In this video, we look at probing questions.
- 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 to prepare a response or resolution. Now that we've collected and confirmed all the needed symptoms, error messages and data, we can now determine how to best resolve the issue.
At this point, you should be able to diagnose the issue through the processes designed by your organization and prepare a response. Understanding your organization's procedures for handling different types of issues, incidents, and questions is vital. The best sources for this information are your knowledge resources, such as using a knowledge base, standard operating procedures, and service level agreements. Now that we've successfully investigated and diagnosed the issue using our various types of questions, let's move forward to the next component, resolution.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior