Customer Care Excellence

To control the call with Talkative customer, you should ask ............ questions.

• Open ended

• Probing

• Closed ended

Customer : Internet not working

Agent : Could you please describe for me your internet connections ?

** What type of questions Agent asked here?

• Open ended question

• Probing question

• Closed ended question

When you say : "I understand why you're upset, If I were you, I would be upset too"

Now you are ............... .

• Presenting a solution

• Giving a feedback

• Listening effectively

• None of the above

We can use the open ended questions at the begining of the call as well as at the end of the call.

• True

• False

If you want to clarify something or get a specific information from the customer, you will use ............. .

• Closed ended Questions

• Open ended Questions

• Probing Questions

Open Question:

A type of question that help you to read between the lines of details to solve the customer's problem

• False

• True