Questions are a double-edged sword for customer service professionals. We have to ask questions to get to the root of the problem, completely log issues, and in general, to serve customers.
But very often a series of questions can sound like an interview. If we’re not careful, a series of questions can come across as an interrogation.
Years ago, when I managed a small contact center, I realized that my team had to ask our customers 7 questions in order to completely log issues in our system. Seven questions is a lot.
Through call monitoring, I discovered that our customers were annoyed with our questioning. And it truly sounded to me like we were interrogating our customers with our line of questioning!
So I began instructing my team to bridge to questioning and not simply jump into our litany of questions. Here’s what I taught them.