From the course: How to Quickly Find the Root Cause of a Customer Issue

Unlock this course with a free trial

Join today to access over 24,600 courses taught by industry experts.

Ask probing questions

Ask probing questions

You ask the probing questions with your customers to understand the root cause to their call or why they're contacting you in the first place. So asking those open ended questions can actually help the customer elaborate more as to what their issue is. And it also allows the customer care agent to show the customer that they truly care to find out exactly what the root cause is so they can go ahead and take action on the issue immediately. And that helps also, building trust with the customer. To uncover and get into those deeper insights, you ask the open ended questions. So when you're actively listening to the customer and their pain points, the issues that are being presented to you, you can show that you're actively listening by recapping or summarizing or paraphrasing the issue that is being presented. Well, you can help them feel understood by leaning in to the actual conversation and listening to the issue at hand. So when you're leaning in, you're showing that you're…

Contents