Asking the right questions (Customer Service)

It’s the pen that’s defective, not me!

 

When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don’t let your emotions control you, be polite and remain positive. 

• Ask open questions to understand the issue and closed questions to confirm a resolution
• Handle your emotions

 

Trainer Tools

  • Personal Action Plan
  • When Things Go Wrong Workshop Guide

 Documents

  • CSE-ESS When Things Go Wrong Infographic
  • Customer Service Essentials Summary Infographic

Asking the right questions (Customer Service) It’s the pen that’s defective, no

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