From the course: IT Service Desk: Customer Service Fundamentals

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Contact investigation and diagnosis: Open-ended questions

Contact investigation and diagnosis: Open-ended questions

From the course: IT Service Desk: Customer Service Fundamentals

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Contact investigation and diagnosis: Open-ended questions

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- Now that we've discussed closed-ended questions, let's move to the polar opposite, open-ended questions. Now, open-ended questions are designed to allow the customer to elaborate on the details of their problem. Unlike closed questions, open questions are designed to gather more information from the customer. These questions are especially helpful with customers who may not know or may be confused on the type of information that we're really looking for. Open questions usually start with words like how, when, can you tell me, describe to me, or even show me. These words provide guidance as to the type of information you would like the customer to expand on. Open questions also help build rapport with the customer by creating a conversation with them. The key is to actually listen to the responses. Let's look at some examples. - How may I assist you today? What is the issue you're experiencing? Can you describe the issue you're experiencing? - When investigating and diagnosing an…

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