What Are Probing Questions And How They Can Help Understand Your Customers Better

If you’re having a hard time understanding the problems of the customers who call your customer support, you’ve got to step up your game. Best way to start? By introducing probing questions into the mix. 

But what is probing question and how exactly can it help you serve your customers better?

Let’s find out!

What is probing question?

It’s a powerful tool that helps you gain a better insight into information someone has revealed and allows you to dig deeper. 

By asking a probing question, you can find out more about the reasons why the other person said something and more importantly, how it made them feel. Thus, it’s by far the best way to connect with your customer while also helping you resolve their issues more effectively.

In the context of customer service, probing questions are more often referred to as troubleshooting questions. 

Why ask probing questions?

Now that you know what is probing question is, why even ask it? Simple - it helps you enhance the customer experience by addressing the actual needs of the customer instead of making assumptions. If that isn’t enough, it can help you boost your overall first contact resolution rates, which will eventually lead to a great deal of money savings. 

With probing questions, you’ll have a better understanding of the facts surrounding the call and also gain knowledge about how the customer is feeling regarding the issue - both of which help you determine the best course of action. 

Probing questions used for problem-solving

Naturally, not all questions are made the same, so to speak. If you want to improve problem-solving skills in your call center, here are the best questions to ask:

1. Establish when the problem began

Asking the customer about the time when they first ran into a particular problem helps you isolate its root cause faster. 

2. Ask the customer what they did when the issue occurred

By inquiring about your customer’s actions, you can learn whether the customer is to blame for the matter in question or yourself. Keep in mind that framing the question the wrong way can make the agent sound accusatory and condescending. 

We recommend framing the question as such:

“Just to make sure we cover all the bases, can you tell me what you were doing at the time when the issue first appeared?”

3. Ascertain whether it's the first time the problem occurred

Asking the customer if it's their first time dealing with the difficulty  they're currently facing helps you determine:

• If the problem is systemic or a one-off
• How to solve the issue by additionally inquiring how the customer solved the situation in the past
  
  

4. Inquire about the actions the customer did to fix the issue

You can quickly resolve difficult situations by asking the caller what they did to solve the problem before reaching out to you. This saves a lot of time because it eliminates the possibility you’re offering advice that the customer already tried. 

5. Ask for more clarification

It’s very common for customers to provide long responses to your opening questions. You can narrow down the conversation by asking them about a particular point they mentioned in their answers. 

This technique requires a lot of active listening, so make sure you provide your customers with full attention. 

6. Ask for an example

As you already know, most customers won’t have much experience with the technical aspects of your offering. This is why you should ask them to provide an example as it can make it a lot simpler to articulate the issue at hand.

7. Ask the customer about their expectations

If a customer expects you to be a mind reader (trust us, it’s more common than you may think), ask them what they’re looking to get out of the call. This is the easiest way to gauge their expectations and manage them more effectively. 

Examples of probing questions used for gauging the customer’s feelings

Your agents should always stay in control of the call. But how?

By understanding how the customer is feeling. Granted, figuring that out is sometimes very easy (especially if they’re mad), but other times, it may require a set of probing questions.

Here are some you should put in your bag of tricks:

1. Ask about the impact of the issue

By asking how the issue impacted your customer’s day-to-day life or their work, you can figure out their main priorities. This helps you adapt your approach to your customer’s wishes. 

2. Ask how urgent the request is

Inquiring about the urgency of the issue not only helps show you care about the customer and their experience but also aids you in managing their expectations. 

3. Ask the customer how they felt

You want to find out how they personally feel about their issue. Be warned though, as you can only ask this question directly once you’ve built rapport with them, so keep it in the can until you connect with the customer. 

4. Ask about any concerns

Sometimes despite your best efforts, the customer won’t be pleased by the solution you’ve come up with. Stay calm and inquire if they have any concerns about doing what you’ve proposed. Chances are, they’ll reveal any concerns they might have, which you can then address. 

Be prepared for what’s to come

You’re now familiar with what is probing question and the most impactful ones you can use in your call center. However, don’t forget to employ even more empathy than is required. By showing that you care, the customers (particularly the ones that have a bone to pick with you) will switch to telling you how they feel, as opposed to telling you the facts. 

In our experience, the customers who are ready for an argument and armed with redundant details simply want to tell you how the issue made them feel. 

Probing questions will help you connect with your customers, keep the tensions down, and ultimately, solve their difficulties with relative ease.