Session 6 - Questioning and Listening

Types of Questions

The type of questioning you use, will depend on the detail of information you require. For example, use open questioning when you want the person to provide you with detailed information.

Read the following article on Types of Questions:

https://toughnickel.com/business/Questioning-Techniques

This article breaks questioning down into the following main categories:

• Open questions
• Closed questions
• Funnel questions
• Probing questions
• Leading questions
• Rhetorical questions

SO how does this work with a servicedesk?

Questioning and listening on a Servicedesk

https://www.lynda.com/IT-Infrastructure-tutorials/IT-Service-Desk-Customer-Service-Fundamentals/518163-2.html?org=chisholm.edu.au

From Chapter 1 watch:

• Contact greeting and Validation
• Contact investigation and diagnosis: Close ended questions
• Contact investigation and diagnosis: Open ended questions
• Contact investigation and diagnosis: Probing questions
• Contact investigation and diagnosis: Confirming questions

Class Activity 1

You are working on the servicedesk at South East TAFE. A call comes in from one of the administration staff. You use your basic script to get her name, department, location and the barcode of the computer that she is having an issue with. You now need to get more information about her problem or her reason for calling the servicedesk today. The general description of her problem is "I can't print my document."

Using the above questioning techniques, as described in the article, come up with 2 questions for each category. You may work in pairs. Report back to the class with your questions.



For a more extensive listing and information of types of questions, see the following link:

http://changingminds.org/techniques/questioning/questioning.htm

Building Rapport

From the Lynda.com tutorial above, watch the following clips from chapter 3

• The value of building rapport with customers
• Building rapport over the phone part 1
• Building rapport over the phone part 2
• Building rapport through writing: style
• Building rapport through writing: tone
• Building rapport through writing: words
• Building rapport face to face
• Refining our message

Class Activity 2

Complete the question sheet for chapter 3 (Handout)

Listening Skills

Watch the following introduction on listening skills

Class Activity 3

Rank your listening skills