Be Inquisitive – Don’t Interrogate – 10/18/16


One of the greatest skills someone in customer service can develop is the ability to ask questions – the right questions in the right way at the right time for the right purpose.

Asking questions allows you to control conversations, stay productive, learn a great deal, establish rapport, make the other person feel important, and get you what you need to help the customer.

As a part of a mystery shopping engagement with a client, we have recently run into two different employee examples of asking questions.

Rita is excellent. She knows the questions she has to walk through, but prior to asking the caller the questions to uncover their true need, she stated “Is it OK if I ask you some questions? I just want to get a better idea of how we can help you.” Then she moved into her questions, occasionally doing follow-up to what the caller had said. Rita came off to the caller in a positive manner – inquisitive, caring, patient, and helpful.

Bill wasn’t so great. After hearing an opening statement from the caller, he started asking question after question, never following up to what the caller stated. Never stating “that’s helpful” or “interesting point.” The questions always followed his script, and the conversation didn’t flow. If sounded more like a tennis match with a grunt with each swing of the racket than a flowing conversation. Bill came across as impatient – like he was interrogating the caller.

It’s great to ask questions of the customer – that’s how you learn; that’s how you understand the specific situation to better provide the specific answer or solution or product. But set up the questions with a statement of what you’re about to do and why; then let the questions flow as part of the conversation.

Make this skill a true strength for you and a positive experience for your customer.

Be Inquisitive – Don’t Interrogate.

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