From the course: IT Service Desk: Customer Service Fundamentals

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Contact investigation and diagnosis: Close-ended questions

Contact investigation and diagnosis: Close-ended questions

From the course: IT Service Desk: Customer Service Fundamentals

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Contact investigation and diagnosis: Close-ended questions

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- Now that we've open the interaction with the Greeting and Validation it's time to start to investigate and diagnose the issue after all they're not just calling us to chit-chat. So no matter what type of service we are providing there are some simple customer service techniques we can utilize to investigate and diagnose properly. They key to successfully investigating and diagnosing lies in two key areas: Questioning and Listening. The process requires us to listen and question and question and listen. It's a process that repeats throughout the interaction of life cycle and requires us to be very skillful in our delivery. There are different types of questioning techniques that can be employed to gather useful information from a customer so we can effectively investigate and diagnose the issue. We're going to review four specific types of questions: Closed. Open. Probing. And Confirming. These questions are all equal in power. What we have to determine is when is the best time to…

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