Asking Relevant Probing Questions

After understanding the problem, the agent may need to ask certain specific questions to understand the problem better. These questions are of 3 types:
* Product driven
* Customer driven
* Problem driven
Most often product driven questions are asked in stage 2. Or the company might already have it on the database. If you need more information on the product you need to ask at this point.
E.g.
Which operating system do you use?
What is the model number of your router?
Customer driven questions are asked to ascertain the knowledge level of the customer.

E.g.Have you called tech support before?Have you added any hardware to your network setup?

Problem driven questions are based on the present problem.

E.g.
When was the last time you accessed the internet?
Do you see an error message?

Probing questions may be opened or close ended. They are used to get the requisite information.

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Questioning 01.mp3 Questioning 01.mp3