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Group 5: What are Open and Closed questions (Include Call centre example)

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Group 5: What are Open and Closed questions (Include Call centre example)

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A closed question is simply one that the participant can answer 'yes' or 'no' to. An open question requires far more detail, and invites the person responding to provide information into how they feel and what they think about a subject.

Open questions are used for better understanding the customer and you can listen and answer the questions the customer may have or the questions you have for the customer too.

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A closed question is simply one that the participant can answer 'yes' or 'no' to. An open question requires far more detail, and invites the person responding to provide information into how they feel and what they think about a subject.

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Advisor: What can I do to help you today?

Customer: I’m moving house. What is going to happen to my policy when I move?

Advisor: Congratulations. That’s exciting! Just so I can answer your question, where are you moving?

Customer: Just up the road. Still in Coventry.

Advisor: Excellent. As you’re still in the country, everything will stay the same. You will need to update the address on your policy, though, once you’ve moved. Would you like me to send you a link to do that online?

Customer: Yes, that’s helpful. Thanks.

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Group 3: TED Questions (Tell, Explain, Describe) (Include Call centre example)

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Group 3: TED Questions (Tell, Explain, Describe) (Include Call centre example)

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A TED question begins with one of these three words phrases – Tell, Explain, Describe. Such a question allows a contact centre advisor to probe the customer.

1. “Tell me more about…”

When a customer introduces their query, they often skip over crucial details. If the advisor feels that this is the case, use this TED question to reflect that detail back to the customer in the hope of learning new, helpful information.

2. “Tell me, has this happened before?”

If the problem is a recurring issue, the advisor may uncover previous solutions. These often provide insight into how to solve the issue once and for all.

3. “Tell me, when did you first become aware of the issue?”

Pinpointing when a problem emerged may help to uncover its root cause. Also, by asking such a question, the advisor understands how long the customer has been suffering in silence. Such an insight may result in a more appropriate resolution.

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The Funnel Effect” involves asking open, probing and closed questions – in that order. The diagram below highlights this. Open questions require detailed answers.

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Example of open funnel question in the call center - " how can I help you"

Example of probing funnel question -" when did this situation start?"

Example of closed funnel questions - " is that right?" Jamie

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Funnel questions are good for: Finding out more detail about a specific point: "Tell me more about Option 2." Gaining the interest or increasing the confidence of the person you're speaking with: "Have you used the IT Helpdesk?", "Did they solve your problem?", "What was the attitude of the person who took your call?"

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open questions are more detailed.

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1. “Tell me more about…”

When a customer introduces their query, they often skip over crucial details. If the advisor feels that this is the case, use this TED question to reflect that detail back to the customer in the hope of learning new, helpful information.

2. “Tell me, has this happened before?”

If the problem is a recurring issue, the advisor may uncover previous solutions. These often provide insight into how to solve the issue once and for all.

3. “Tell me, when did you first become aware of the issue?”

Pinpointing when a problem emerged may help to uncover its root cause. Also, by asking such a question, the advisor understands how long the customer has been suffering in silence. Such an insight may result in a more appropriate resolution.

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Group 4: Funnel questions (Include Call centre example)

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Group 4: Funnel questions (Include Call centre example)

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The Funnel Effect” involves asking open, probing and closed questions – in that order. The diagram below highlights this. Open questions require detailed answers.

Funnel questions are good for: Finding out more detail about a specific point: "Tell me more about Option 2." Gaining the interest or increasing the confidence of the person you're speaking with: "Have you used the IT Helpdesk?", "Did they solve your problem?", "What was the attitude of the person who took your call?"

This technique involves asking broad open-ended questions before gradually introducing more narrowly-scoped open-ended questions, as well as closed questions.

Example of open funnel question in the call center - " how can I help you"

Example of probing funnel question -" when did this situation start?"

Example of closed funnel questions - " is that right?" Jamie

Funnel questions are specific and directed, and they change based on the answer to each preceding question. You can use this style of questioning in the following scenarios: To obtain high levels of detail: By asking for progressively specific information in sequence, you can get increasingly detailed answers.

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Help you control during a interview/amount  of detail you need during a interview. Husain / group 4

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Help you control during a interview/amount  of detail you need during a interview. Husain / group 4

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This technique involves asking broad open-ended questions before gradually introducing more narrowly-scoped open-ended questions, as well as closed questions.

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Funnel questions are specific and directed, and they change based on the answer to each preceding question. You can use this style of questioning in the following scenarios: To obtain high levels of detail: By asking for progressively specific information in sequence, you can get increasingly detailed answers.

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Open questions tend to begin with what, why and how.

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in a call center you will have to use an open question for example how did the accident occur and the close question in a call center could be that did you suffer any harm in the accident.

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Open questions are used for better understanding the customer and you can listen and answer the questions the customer may have or the questions you have for the customer too.

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Group 1: Signposting (Include Call centre example)

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Group 1: Signposting (Include Call centre example)

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Signposting is a great way to set up questions to help customer conversations flow and engage customers.

This technique centres around the phrase: “In a moment.”

with this phrases will stop customers rummaging around their house for pens, credit cards etc.,

example:

“In a moment, I’m going to ask you for a reference number.”

“In a moment, I will need to ask you for your bank details.”

“In a moment, you will need a pen.”

These phrases will save a lot of time on calls, reducing idle time, which increases productivity.

When it comes to customers, there are “leavers” and “putters”. Putters ‘put’ things. Such as putting keys in hooks, or wallets/purses in a drawer. Leavers just leave things without thinking. Pens may be left on a desk, or they me be left in the kitchen. It’s important to use Signposts on the off-chance that you’re on the call with a leaver. Warning them that they may need a pen, or their bank details, gives them the chance to to find it before they need it.

5 Listening Techniques

Verbal listening cues

Don’t jump to conclusions

Provide feedback

Acknowledge emotions and use empathy

Use questions about what the customer has said to show you have been listening

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Group 2: Leading Questions (Include Call centre example)

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Group 2: Leading Questions (Include Call centre example)

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Leading questions are used to encourage a preset answer in order to increase specific responses.

These types of questions can be seen as a form of persuasion and can work particularly well in cases where you are dealing with a fence sitting customer.

An example of this would be if some one is looking into phone contracts and is considering if the upgrade is really worth it for them. You could do something like 'Well a larger data package IS more beneficial to you isn't it?'

Leading Questions can be used to influence service questionnaires in order to gain a more positive set of responses e.g. a call agent may ask a customer "you are a satisfied customer, right", through the use of the leading question the call agent can coerce the respondent into giving a positive review of the service.

Listening Skills

Pay attention.

Use affirmation sounds. 'mhm' 'ahh'

Acknowledging emotions

Respond appropriately - use things they have said in your response/questions.

Don't jump to conclusions.

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1. Active Listening

2. Problem Solving

3. Communication Skills

4. Empathy

5. Patience

6. Comprehensive Listening

7. Intelligence

8. Feeback

9. Persuasive Skills

10. Negotiation Skills