101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 42
When Questions Go Wrong
The right question that is poorly timed or badly worded can undo all of the customer service magic you’ve worked so hard to create. Remember to put yourself in the customers’ shoes when you start to “interrogate” them.PURPOSE:
✓ To learn when and how to ask appropriate questions
✓ To discover the impact of a poorly timed or badly worded question
TIME: 20 minutesDIRECTIONS:
1. Distribute copies of Parts A and B of Activity 42. Review the four times when questions go wrong, referring to the handout.
2. Ask participants to read the brief scenarios that describe when questions go wrong and rewrite them in a way that makes the questions more inviting for you and your customer.
3. Debrief by soliciting the rewritten responses to the scenarios. Ask participants, “What type of reaction might this situation solicit from the customer?” referring to the reasons questions go wrong, not to the scenarios themselves.
4. Ask participants to think of a time when they got a surprise response from a customer and had to backtrack or explain the reason for the question(s).

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