Issue Identification

Issue Identification

Identifying the customers’ issues is crucial. Miscommunication should be avoided. There are several ways we identify the issue of the customer.

Probing

Ownership

Probing questions are a set of questions ranging from open-ended inquiries to close-ended clarifying queries that are designed to gather information leading to the customer’s real concern. They are used to further understanding the customer’s issue and understanding the underlying objection the customer has.

Ownership is an integral part of the call flow. This helps us show proactiveness and accountability in every interaction. Ownership is both statements and taking the responsibility to own the call and the entire experience.

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Objections

Account Investigation

An objection is an expression of disapproval, opposition, or disagreement. It signifies the perception of a problem, concern, or obstacle that prevents someone from fully accepting or agreeing with a particular course of action or viewpoint.

Account investigation discussions are crucial for identifying and resolving issues. The training content should equip participants with the necessary skills and knowledge to conduct thorough and efficient account investigations.

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OWNERSHIP

Ownership is divided into two parts - statements and call ownership.

CALL

STATEMENT

SKILLS

PROBING

Probing questions are a set of questions ranging from open-ended inquiries to close-ended clarifying queries that are designed to gather information leading to the customer’s real concern. Probing questions play a vital role in investigation alongside account and tools utilization to fully understand the customer’s underlying objections behind every smokescreen and help us bridge the gap and build value. Effective probing questions also helps us get past customer smokescreens and fully understand the customer’s real objection.

Questioning Techniques

Types of Questions

ACCOUNT INVESTIGATION

Account investigation discussions are crucial for identifying and resolving issues. Account investigation requires the following skills:

• Keen on details
• Critical Thinking
• Expert Product Knowledge

Being keen on details helps you see what and where went wrong, critical thinking helps you understand why it went wrong but and expertise in the Cove product knowledge contributes greatly to the previously mentioned skills.

OBJECTIONS

It is important to identify the customer’s objection since this helps us provide lasting resolutions. Knowing how to get past the smokescreens and understand the customer’s real objection can be tricky.

First let’s define the following Smokescreens – these are excuses that customers use to misdirect you from their real objection. Silent Objections – these are your customer’s real reason for calling. They normally fall under the following categories:

• Do not trust
• Do not understand
• Do not see the need/value

This will be discussed further once we get to the Retention Training.

Owning the Call

Owning the call is ensuring that the resolutions do not just address the current customer issue but also address all potential issues that may arise. This aligns with the 4Es as accountability and taking responsibility of the interaction and resolution makes the current interaction and all future interactions easy, enjoyable, economical, and excellent.

Open-ended Questions

open questions are general questions about the customers' concerns. These questions help us get more details, more information, and a clearer view of what caused the customer’s concern.

Sample: “Can you tell me more about it?” “Can you describe to me how it looks?” “Can you explain to me what happened?”

Close-ended Questions

close questions are answered by yes, no, or fixed and specific responses.

Sample: “Did you turn the panel on?” “Did you use the card ending in 0000?” “Has this happened before?”

clarifying questions are simple questions of fact. These are used to verify information that helps eliminate misunderstanding.

Sample: “I want to clarify; you mentioned that the purchase was made yesterday?” “Just to check, the app has been downloaded, right?”

Clarifying Questions

FUNNEL TECHNIQUE

The funnel technique lets you start with open general questions, then gives you the opportunity to ask follow-up and clarifying questions. Then close-ended questions can be used to conclude your probing before transitioning to investigation.

Ownership Statements

Ownership Statements are clear and empathetic expressions made when addressing their concerns, inquiries, or complaints. These statements convey a sense of responsibility and commitment from the customer service representative toward resolving the customer's issue or providing assistance. This helps us display empathy, acknowledgement, and assurance.

When displaying ownership, you must be able to show the following:

• EMPATHY
• Empathy is the ability to understand and share emotions or feelings. When customers call in, we must have the intent to actively listen to empathize appropriately.

• ACKNOWLEDGEMENT
• Acknowledgement shows the customers that they are heard. This also aligns with the 4Es in making the experience enjoyable. This makes the interaction more personal and the assistance intentional.
• ASSURANCE
• Assurance helps ease the customer’s worry or frustration, so it is also a best practice to provide assurance that you are focused on them and finding the best possible resolution for their concern.

• TAKING RESPONSIBILITY
• By taking responsibility for the entire interaction, this helps demonstrate how dedicated we are to providing world-class customer experience.