Effective communication leveling validating
When you confirm the information, it demonstrates that you have been listening and it also keeps the conversation on track – where the advisor wants it to go and the customer needs it go.” Asking a mixture of open and closed questions is key to the “the Funnel Effect”, which is a three-step questioning technique for contact centre advisors.
The three stages of the Funnel Effect are discussed further below by Lindsey Mc Ghie.
questions which only allow a yes or no answer) also have their benefits.
“You can’t hold a conversation purely on open questions because you would never be confirming the information that you’ve heard and that is crucial.
Asking the customer if they have any other questions/anything else you can help with, at the start of a call, can aid in first-call resolution.
Asking at this point allows you to plan how your questioning will flow.
This technique negates having to ask the same question at the end of the call, which can increase call handling time as human nature often means if we are asked if there is anything else, we will try to find something.
The key to effective questioning is simply to listen!
TED stands for three simple words that will help you get the answers you are looking for: Tell, Explain and Describe.Step 3: Asking Closing Questions – Asking closed questions allows you to confirm both your own and the customer’s understanding of what has been discussed in that specific line of questioning.While the Funnel Effect is a nice guideline, try not to use it rigidly, as the advisor may need to confirm the information they receive from an opening question with an immediate closed question.This is with the thought that open questions will draw more information from the customer, which will allow the advisor to better attach a product or service to the customer’s needs.However, Christine Knott believes that open questions should not be used in isolation, highlighting that closed questions (i.e.
Step 1: Asking Open Questions – Try to start with open questions about the subject at hand, as this will give you all the information you require to take the conversation further.