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COM 128 - Effective Telephone Skills: Asking the Right Questions
Course Description
Asking the right questions at the right time is a necessary skill for engaging your callers, solving problems, and providing excellent customer service. In this course, we'll discuss how to use questions to identify callers' needs and strengthen business relationships.
Course Objectives
After completing this course, you will be able to:
  • Identify and define the different parts of the Question Hierarchy.
  • Structure and frame your questions to meet the needs of your phone conversations.
  • Use questions to maintain and repair your relationships with your customers.
Chapters and Pages
 
- Introduction
- Why the Right Questioning Matters
- Why the Right Questioning Matters (Cont'd)
- Starting the Conversation
- Starting the Conversation (B)
- Starting a Conversation (C)
- Probing Questions
- Probing Questions (B)
- Probing Questions (C)
- It's Simple: Yes or No?
- It's Simple: Yes or No? (Cont'd)
- Requesting Confirmation
- Requesting Confirmation (Cont'd)
- Keeping It Friendly
- Consider the Following
- Notice the Difference?
- Suggestive Phrases
- Handling Angry Questions
- Handling Angry Questions (B)
- Handling Angry Questions (C)
- Review
- Let's see what you've learned!

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