Asking questions to understand the issue better is a very important part of the call. The agent should ask only relevant questions. These questions should get him useful information.
There are two types of questions – close ended questions and open ended questions. Each has its own advantages and disadvantages. The agent needs to choose the appropriate type of question to get the right response.
Open ended questions
These questions are asked when the agent needs to understand something or needs an explanation. A lot of information is expected for an open ended question.
The advantages are
agent is able to understand more and therefore has a more accurate picture
opens up alternatives
The disadvantages are
the caller might go into unnecessary descriptions and take up time.
the agent may lose control of the conversation
The keywords used in open ended questions are how, when, where, why, what, which
Example:
How far is your laptop from the wireless access point?
When was the last time the system was able to go on line?
Which are the programs that are not responding?
What happens when you try going On-line?
What are the changes you made to your network setup recently?
Open ended questions are helpful when dealing with passive customers. It helps in understanding the whole picture, as to how the issue started.
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