The Big Question

A very important skill that the Agent needs to possess is the skill of asking the right question in the right manner at the right time. In an in-bound tech service call, the entire trouble shooting section is heavily dependent on the questions the Agent asks the customer. It helps the agent to probe deeper into the problem, get a clear perspective and navigate the call to a successful closure.
Remember to use the right pitch and tone when asking questions. You must not sound intrusive, offensive or disinterested. Questions you ask the customer would reveal more about
* His/her product
* His/her knowledge level
* Situation/Issue
* Whether he/she has attempted troubleshooting on his/her own, and if yes, to what extent
* his/her current mood (whether MAD, GLAD or SAD)

How to ask the right questions

Never assume. Do not hesitate to ask for further clarification. It is much better than having to come all the way back to where you started. Ensure you have all the right information you need to have, before you start giving a solution. If you do not have the correct details you will end up giving a solution to a problem that never existed in the first place. Treat each situation as a new one and give it all the attention it deserves.
Be patient even if the customer jumbles up information, sounds confused or get all the facts in the wrong place. Remember the customer is not a communication expert, you are. It’s your skill to un-jumble the puzzle which the customer presents to you.
Ask questions politely like a service agent not a cop. Find out, don’t investigate. Be friendly with your questioning and keep your cool if the answers don’t come by easily. Don’t threaten. Don’t be aggressive.
Question + Answer = Information + Action = Customer Service. Your ability to be of service depends on your getting all the information you need before you act.
Ask one question at a time. Try and collect even complex bits of information through simple questions.
Allow the customer time to answer your question. Don’t complete the answer for the customer. It may work sometimes, but often can create complications.
Do not act superior. Never let the customer feel he knows less. It’s you who needs to know more. The purpose of asking questions is to get information. Let that be a positive act.
Don’t ask more questions than you need to. Don’t make the customer feel that he is on trial. The moment you have enough information, stop. Get on with customer service.
Make your questions, ‘questions’ and not statements. Often a customer will ask, ‘ are you asking me or telling me?’ ie., do not make a statement into a question.