Front Line Questioning Techniques

Course ID
Customer Service Training
Lecture, Online, Seminar

Customer and client support teams are the first point of contact during any new interaction. Are your front line staff able to maximize business opportunities while at the same time build strong relationships and manage customer loyalty?

Seminar Description:

Questions uncover Intent vs Commitment; the purpose is to focus on communication and gather data.

As someone who is the Customer Service Field, if you truly wish to understand people, you must be able to distinguish between what is being said vs. what is not being said – we should be constantly striving for clarity and not accept vagueness. Having good skills in this area will help you minimize the risk you will say something you might later regret.

Even though questioning is a big part of Customer Service, unless you can reflectively listen, synthesize what is being said and accurately summarize what has transpired, you will potentially miss the real issue(s).

Key Learning Points:
  • Learn an active and inquisitive conversational style questioning technique where the CSR guides prospect through issue solving
  • Learn techniques on how to identify, evaluate and resolve the real issues people have
  • Learn how to move people from the stages of 'Curiosity' to 'Intent' to 'Commitment'
Session Time(s) Duration Delivery Required Program Enrolment Instructor
1:00pm – 2:30pm
1.5 Hours Webinar Customer Service Training Randy Hnatko, MBA

Our Sales Training & Development Program and its trainers have been helping Sales Professionals excel since 2004.