6 Important Questions to Ask Customers

Whenever a customer calls to ask a question or to complainabout your products, there are a few things that you need to do. The first thing is to obviously solve the problem that the customer has or to answer the question that they wanted to ask. However, this is not where your job as a customer service representative ends.

A customer phoning in is an excellent opportunity to get some feedback. This feedback can then be used to better understand how your products and services can be improved. However, it is essential that you ask the right questions in this situation. After all, you don’t want to waste your customers’ time, nor do you want to offend them in any way. Asking the right questions will allow you to get the information you need in the shortest time possible.

#1 Are You Satisfied With Our Service?

This is the first question that you should ask. It is important to ask it because of the fact that it relates to the matter at hand, which is to say the customer calling you in the first place. It also opens the customer up to further questions, thus making it more likely that they would be amenable to answering a few more queries that you might need in order to get their feedback.  It will also help you understand if you have done a good job at handling the problem or query that they had. If they are not satisfied, you could potentially use this feedback to do even better next time.

#2 Was It Easy to Contact Us?

This is once again related to the customer phoning in, but is moving slightly further away to things that are unrelated to the customers actual query or problem. It is important to make it as easy as possible for customers to contact you. Implementing a ticketing system software such as the one offered by Kayako is one great way to do this. However, it is very possible that your customer still faced problems while trying to contact You, so it is important that you make sure that nothing went wrong during thisprocess.

#3 Are There Any Other Problems We Can Solve?

A lot of the times when a customer calls you or contacts you through the various other means that you might have offered, they end up forgetting extra problems that they might have faced because of the fact that they are trying to get a major problem fixed. Asking this question will encourage your customers to actively tell you about problems that you might not have heard about otherwise. This is important because of the fact that it will allow you to get a better understanding of how your services are doing overall. Optimizing your customer support is an essential part of keeping your businessviable.

#4 Can We Ask You Some More Questions?

If things have progressed to a point where you have asked the first three questions on this list, the communication has probably already extended far beyond what customers are generally used to. Hence, there is a chance that your customer is feeling a little tired of the conversation. Before you go on to ask more questions, it is important that you ask for their permission. This will make sure that they answer the next few questions calmly and accurately and won’t end up feeling pressured to put up with them if they are not interested in talking further.

#5 What Services Do You Want Us to Provide?

A company will always be looking to expand the range of products and services that they provide their customers with. If you want to do so but are wondering where to begin, you should realize that your customers are a fount of knowledge in this regard. They have a lot of opinions about where you could take your business, and asking them what they want is going to allow you to get the most important opinions you can find. After all, if your customers ask for products and services it means that they are willing to pay for them.

#6 What Do You Like About Our Products?

This is a great question that you can tack on to any other list of questions that you are using. This is an important question that a lot of people forget to ask because of the fact that they are more focused on figuring out what is wrong with their products and services. Asking customers what they like can give new ideas to your marketing department. If enough people say the same thing, your marketing department can use this to attract even more people to your products and services. This is important information that most customers will give enthusiastically.