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Customer Care → Soft Skills

The Power of Investigation II: Improve Questioning techniques for better customer service (SoftSkill109)


Description
This course aims to help our Customer Care team know the proper questioning techniques to completely understand a customer’s situation.
Content
  • Course Title
  • Introduction
  • Video Introduction
  • Asking Questions Effectively
  • What are Questioning Techniques
  • Importance of Questioning Techniques
  • Types of Questioning Techniques
  • Open-Ended Questions
  • Close-Ended Questions
  • Probing Questions
  • Echo Questions
  • Leading Questions
  • The “And” Technique
  • Interpreting Disguised Responses
  • Practical Tips for Effective Questioning and Probing Techniques
  • Tip 1 & 2
  • Tip 3 & 4
  • Tip 5 & 6
  • Key Points
  • Learning Evaluation
  • How well do you know?
  • Post Learning Survey
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: 6 months
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