From the course: Handling Customer Complaints with Empathy

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Clarifying questions to understand complaints

Clarifying questions to understand complaints

From the course: Handling Customer Complaints with Empathy

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Clarifying questions to understand complaints

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- When handling customer complaints, asking the right questions is key. You need to strike a balance between asking enough questions to fully grasp the issue and avoid taking too long to respect the customer's time and patience. The best type of questions to solve complaints more effectively are probing questions. Often customers focus on how they feel about the issue and how it affects them. By probing, you can steer the focus to the details of the problem and get the information you need for a resolution. Probing questions can also clear misunderstandings and assumptions as they encourage the customer to go into further detail and think beyond the heat of the moment. There are three types of probing questions you need to use when handling a customer complaint. The first type are exploratory questions. These questions are typically used at the beginning of the conversation. When the customer first approaches you with an issue, they are used to gain a better understanding about what…

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