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Questioning Techniques: 7 Methods To Obtain Better Information and Solve Problems

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Course Format
Video on Demand  
Video On Demand
Product ID
tdocqtec_vod
Continuing Education Units (CEUs)
0.0
Training Time ?
15 to 20 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
9
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

Questions are important tools in problem solving, yet most people do not think about them, nor do they know how to ask them properly. Questions are all about seeking information; this video gives you seven different methods and types of questions, all of which are useful in solving customer service problems.

Effective and efficient question asking shows you are actively attempting to get to the customer's real needs, as opposed to only skirting the issues they may have. Some of the techniques demonstrated in this Video On Demand course concern open and closed ended questions, as well as probing and leading questions. Each type is important for improving your customer service skills.

Without asking questions, a customer interaction would quickly prove fruitless and meaningless. You would not be able to fully understand the customer's issues or what they may seek from you; in fact, you may make the situation worse by not giving the customer what they want because you operated on faulty assumptions. This is why proper question asking techniques are important in the world of customer service. Learn seven new methods for asking questions by watching this online training video, and by understanding how to implement these methods, your customer service skills will greatly improve.

This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate of completion
  • You have 60 days to complete the course
Audience

Anyone working in customer service

Topics
The course presents the following topical areas:
  • Introduction
  • Open-Ended Questions
  • Closed-Ended Questions
  • Probing Questions
  • Echo Questions
  • Leading Questions
  • The And Technique
  • Interpreting Disguised Responses
  • Review

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