Primary probing
Clarifying questions
Open ended questions
Closed ended questions
Verifying questions
100
How often does it happen?
What is duration
100
Question you would ask to know if the customer is connected to the network?
What is do have any signal?
100
To understand if there is a NO internet and Slow internet issue.
What is What happens when you open a browser page?
100
Question regarding Network Fluctuation
What is Do the signal bars Fluctuate?
100
When you need to confirm the customers mobile number?
What is Would you please repeate that number to me one more time.
200
Where do you normally experience these issues? Home, work, school?
What is location
200
To understand if the issue had been an ongoing issue you ask...
What is When did you first notice it
200
Question to understand the problem
What is What exactly is the issue?
200
Questions to ask if there is an error
What is Do you get any error message
200
When you want to confirm the customer is calling from the device you see in the account.
What is So you are talking about a...
300
Are you inside or outside?
What is location
300
To understand if the customer downloaded anything that can be causing the problem
What is Did you downloaded any type of application lately?
300
To get a further explanation of the issue you ask...
What is What were you doing when this started happening?
300
To know if the customer not on their hometown
What is Are you roaming?
300
When you want to confirm the internet issue had been resolved.
What is Can you test you interner connection?
400
Can you make calls, receive texts, access data?
What is Situation
400
To understand if the customer made any change to the account like a block or a feature change?
What is Anything changed recently?
400
Question you would ask when the customer has a crashing and freezing issue.
What is can you tell me what happens before it starts freezing?
400
Questions to ask if the calling issue is specific to one number
What is Have you try to call other numbers?
400
To confirm your understaning of a calls routing to voicemail issue.
What is So you are telling me all of your calls route to voicemail?
500
What exactly is happening?
What is Situation
500
Question you would ask if you want to know the error message the customer is getting when he cannot use the service.
What is What happens when you try to use the service?
500
When customer is not able to make calls
What is Can you tell me what happens when you try to make a call?
500
First question you ask
What is Are you calling from the phone?
500
To confirm the issue is with an application
What is So this only happens when you open the application...?
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