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Questioning

You asked great questions to better understand my needs

Estimated Time to Complete  (Minutes)

20

Learning Objectives

  • Understand the importance of great questions in controlling the call and understanding the customer’s needs

  • Develop and use a combination of open and closed questioning techniques to craft curious questions

  • Leverage the funnelling technique (broad, open to closed) to uncover root cause/needs

Pre-requisite Course(s)

  • Listening

  • Empathy

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices gleaned by listening to/reading literally millions of customer interactions.

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