课程: Customer Service: Call Control Strategies

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Ask closed-ended questions on your customer call

Ask closed-ended questions on your customer call

课程: Customer Service: Call Control Strategies

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Ask closed-ended questions on your customer call

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- When a police officer pulls someone over in a traffic stop, one of the first things they have to do is assert their authority. They do this by asking closed-ended questions. If you've been pulled over for speeding recently, you might recognize these questions. Do you know how fast you were going? Can I see your driver's license and insurance verification? Police officers aren't trying to build rapport or start a conversation. They handle business and maintain control of the interaction. We can learn something about conversation control from police officers. The use of closed-ended questions to assert authority. When your customer is dominating the conversation, giving you excessive background detail or ranting in disgust, you can quickly regain control by asking three closed-ended questions back to back. Using three closed-ended questions is important because three is the sweet spot for getting and maintaining control of…

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