Types of Questions
Questions which give a choice to the customer.
Technique that can be summarized in the phrase: Listen, restate and confirm.
The egg white in crack the egg theory.
What are details?
Should be used in emails so that they don't look overloaded with text and it is easier for the customer to read.
What is white space?
Questions that help you find more details about distinct topics.
Technique where you provide context first then state the problem/bad news.
What is staging?
Replacing a comment for another that will be received better by the customer.
What is Phrase Substitution?
What is "the call is being recorded"?
Questioning structure that seeks further information that goes into more specific detail.
What is the Funnel Technique?
Giving the customer a reason (because) before offering the solution/action.
What is playback?
The second step in the formula for dealing with angry customers.
What is "listen"?
The type of empathy were you show that you understand the other person's emotions.
What is reflecting?
Questions that help to build trust with the customer.
What are open questions?
Technique were you replicate the customer's emotions.
What is reflective listening?
Preventing confrontation by using words and phrases that focus on what can be done.
What is can-can?
The 3 step technique for showing empathy.
What is Feel, Felt, Found?
Questions used once the situation is clear and only key facts are missing.
What are closed questions?
Technique you should use at the end of a call or interaction with the customer.
What is summarizing?
Something that should be avoided at all costs when dealing with angry customers.
What is blame?
What must be included at the beginning of every email.
What is the greeting?