CHAPTER 7
Questioning Skills
There’s no better way to learn from the person you are helping than by asking questions.
However, questions are loaded with potential dangers. They can be seen as: invasive, nosey, inappropriate, touching on sensitive issues.
For this reason, questions are best used as reflections of your curiosity. Ask questions to let your customers know you are interested in them.
ACTIVITY54
The Power and Challenge of Asking Questions
Long monologues by customers could mean several things, such as this is just how they talk or they want to talk with the CSR. Whatever the cause, in-person or on the telephone, speech that goes on ...
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