![]() ![]() Remember: You should always combine direct questions like the below with empathy statements to show the customer you’re on their side. With that in mind, here are some examples of probing questions that can help you better understand the customer’s issue and how they feel about it. 20 Best Probing Questions To Ask Customers Remember, you are meant to be the product expert and not the customer. “Why do you think this happened?” is the perfect example of a probing question you should avoid asking. By asking why, you’re, in essence, asking the customer to solve their own problem. This, in turn, causes the interaction to escalate and the customer to become more upset or angry than they already were.Īsking why also shifts the responsibility from you, the customer-facing professional responsible for helping the customer. You’ll notice in the examples below that none of our probing questions start with ‘why.’ That’s because asking the customer why they did something points the blame in their direction.Īsking a ‘why’ question can be counterproductive, as it’s bound to make the customer feel defensive. Probing questions help you understand how the customer feels and make it easier to tailor your response accordingly. ![]() You can also use probing questions to get a deeper insight into the customer’s emotions. In these cases, asking probing questions can help you get a clearer picture of the issue. They may be focusing on their emotions around the situation rather than what the problem actually is. Can you please give me an example of what went wrong?” When to Ask Probing Questions in Customer ServiceĬustomers don’t always directly say what their problem is. ![]() On the other hand, probing questions ask the customer for more detail.įor instance, “I’m really sorry to hear you’re having difficulty with the platform. Is this correct?”Īs you can see, clarifying questions usually have a yes or no answer. Use clarifying questions when you have a good idea of the customer’s problem and just want to make sure you’ve understood.įor example, “Just to be 100% sure I’ve understood the issue, you’re not able to add new users to the platform. While the difference might seem subtle, there’s actually a big distinction between probing questions and clarifying questions. They’re also very helpful when you get the feeling the customer isn’t satisfied with the solution you’ve proposed or when you just don’t have enough information to proceed. Probing or asking open-ended questions helps you redirect the interaction towards finding a solution by getting you the information and context you need to assist the customer. Customers often focus their attention on how the issue affects them (and how they feel about it) rather than explaining precisely what it is. Probing questions are designed to steer the conversation to get the information you need to assist the customer. ![]()
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