Probing Questions
A customer says:
"The price is too high."
"What specifically about the cost is concerning you?"
"Is it the rate, term length, or overall bill that concerns you?"
True or False: Repeating exactly what a customer says is the same as active listening.
False
Customer says:
"Since my husband lost his job, we've been cutting back on expenses."
What is the clue?
Financial hardship
What's the next question?
"My bill has gone up."
When did you notice the change? Have their been any changes to your usage recently?
What is the customer's goal?
"I'm just trying to save money."
Reduce expenses/Lower their Bill
A customer says:
"I've been thinking about canceling."
What's the best next step?
Ask a probing question such as: "What has you considering cancellation?"
A customer says:
"You guys have called me 8 times this week already."
What emotion might they be expressing?
Frustration/Anger/discontentment
Customer says:
"Nobody told me that, in reference to their current plan."
What is the hidden need?
Education
What's the next question?
"Just Energy isn't working for me, I'll be switching providers"
"Can you tell me more about that experience?"
What key listening clue did they give?
"Actually, the price isn't the problem."
Root cause is something other than price.
A customer says:
"Things have changed."
What follow-up question should you ask?
"Can you tell me more about what's changed?"
What is the purpose of call recap or summarization?
To confirm understanding and show you were listening.
Customer says:
"Why is my rate going up?"
What is customer's main concern?
Bill increase
What's the next question?
"I am shopping around and will call you guys back when I'm ready to make a decision"
I understand are there any specific rates you're seeing out right now that you like?
What concern is being expressed?
"I don't have time to learn all those features."
Time Restraint
A customer says:
"I'm not happy."
What information are you trying to uncover?
The specific reason causing their dissatisfaction.
*BONUS POINT IF YOU PROVIDE A PROBING QUESTION TO CUSTOMER'S RESPONSE*
A customer says:
"Actually, that's not my main concern."
What should that phrase tell you?
There is more information to uncover.
Customer says:
"I've been a JE/AE/TE customer for 10 years."
What clue might this provide?
Customer wants a reward for their loyalty
What's the next question?
"This plan is not working for me at all."
"Have their been any recent changes to your energy?"
What feeling may the customer have?
"Nobody explained my options."
Frustrated, confused, unsupported
Name an open-ended response that starts a deeper conversation.
What comes after an agent says "What Im hearing is"
An understanding of what was discussed.
Customer says:
"I probably should have mentioned this earlier..."
What should you do next?
Probe deeper because important information is coming.
What's the next question?
"I'm thinking about canceling."
I am terribly sorry to hear that. If you don't mind me asking, is there any specific reason why?
Name all three clues.
"The bill is higher, my hours were reduced at work, and we're moving soon."