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Intelligent Questions

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About this lesson

Questions lay the foundation for your interaction with the customer.

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Quick reference

Intelligent Questions

Questions lay the foundation for your interaction with the customer.

When to use

To understand your customer, always ask intelligent questions.   

Instructions

The best way to understand somebody is to ask questions.  Good customer services comes with following the 80/20 rule.  Listening 80% of the time and talking 20% of the time to your customers. 

Some excellent questions to use when talking with customers are the following:

  • “Thank you for choosing (Company Name), my name is (Your Name), how can I help you today?”  This is a great greeting to a customer.  It sets a positive tone and asks them a question.
  • “So I can take excellent care of you, can you tell me what happened?” 
  •  “How can I make this right for you?” or “What can I do to fix this for you?”  9 out of 10 unhappy customers will calm down if you ask a question that shows you care.  
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  • 00:04 In this video, we're gonna talk about understanding in customer service.
  • 00:10 Wouldn't it be great to really understand what your customers want?
  • 00:14 You have to understand what your customers want in order to provide
  • 00:19 excellent customer service.
  • 00:21 So the first thing you have to do is you have to ask intelligent questions.
  • 00:26 David, what do you mean?
  • 00:28 The best way to understand somebody is to ask questions.
  • 00:33 Have you ever heard of the 80, 20 rule, where you're talking 20% of the time, and
  • 00:37 listening 80% of the time?
  • 00:39 That's how the best leaders really transform change,
  • 00:43 is by listening and taking in that information.
  • 00:47 So it all starts with a greeting, it can be on the phone, it can be in person,
  • 00:52 it can be with an email or it could be on a live chat.
  • 00:57 Always start with something like, thank you for choosing,
  • 01:02 your company, my name is David, how can I help you today?
  • 01:06 Why do you say that?
  • 01:08 So thank you for choosing Pure customer service, my name is David,
  • 01:11 how can I help you today?
  • 01:13 This sets that tone, right, with a positive attitude and
  • 01:16 it's a great question, how can I help you?
  • 01:18 I wanna know what is it that you need and I love the word choosing.
  • 01:22 What does that presuppose?
  • 01:24 You presuppose they've already chose your business or service, right, so thank you.
  • 01:30 In that thankful mindset, the first thing you say is thank you.
  • 01:35 I didn't answer the phone and say Pure customer service.
  • 01:39 Or even better, these companies are out there, they answer the phone like this.
  • 01:44 Hello, is this the business, what is it?
  • 01:49 That sets that tone, doesn't it, lack of professionalism or professionalism.
  • 01:54 Thank you for choosing Pure customer service,
  • 01:56 my name is David, how can I help you?
  • 01:59 So, another question might be, so I can take excellent care of you,
  • 02:04 can you tell me what happened?
  • 02:06 So, if there's an upset customer, what am I telling them?
  • 02:10 I'm telling them,
  • 02:11 hey, I'm here to take excellent care of you, can you tell me what happened?
  • 02:16 And they're going to explain whatever the problem is, or issue that they're having.
  • 02:21 So I can take excellent care of you, can you tell me what happened, great sentence.
  • 02:27 The next one, another one,
  • 02:28 if there's an upset customer, how can I make this right for you?
  • 02:33 Or what can I do to fix this for you?
  • 02:36 These can be two of the scariest sentences in customer service, right?
  • 02:39 Because you never know what the customer is going to say,
  • 02:42 especially if they're upset.
  • 02:44 And David, there's no way I can just ask them to tell me.
  • 02:49 You can and here's why.
  • 02:51 Because nine out of ten people that are upset and have a problem with your product
  • 02:55 or service, when you ask them a question, how can I make this right for you?
  • 03:00 What can I do to fix this for you?
  • 03:03 Suddenly, most of them, nine out of ten, will become sane again.
  • 03:08 Like, wow, this person actually cares about me,
  • 03:11 they actually understood what I was saying.
  • 03:13 Ooh, this is good, they heard me, okay?
  • 03:19 So most people will elevate down.
  • 03:20 Now, some clients are going to say something outlandish, and
  • 03:25 we're going to talk about what to do with that, right?
  • 03:28 Doesn't mean you have to do it, but you ask the question.
  • 03:30 Most people will say something and they'll give a recommendation for
  • 03:33 a remedy, that's even less than what you would have recommended anyway, right?
  • 03:39 Your customers want to be heard, especially when they're upset,
  • 03:43 okay, so ask intelligent questions.
  • 03:46 Thank you for choosing Pure customer service,
  • 03:48 my name is David, how can I help you today?
  • 03:50 So I can take excellent care of you, can you tell me what happened?
  • 03:54 Or, how can I make this right for you?
  • 03:57 What can I do to fix this for you?
  • 03:59 And I'll give you an example, in my company, whenever I do a training or
  • 04:03 I'm going for a speaking engagement, I ask questions of my clients so
  • 04:07 I know exactly what it is they're looking for.
  • 04:10 And I repeat it to him and we're gonna talk about that as well.
  • 04:13 But I make sure that I understand exactly what they want, and then I'll know if
  • 04:18 there's a fit of whether I can deliver exactly what they're looking for.
  • 04:21 Does that make sense?
  • 04:23 All right, I hope this was helpful, I'll look for you guys on the next video.

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Psychology of You
06m:20s
Listen Intently
05m:13s
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