The Complete Guide on Probing Questions in Customer Service

    Customers do not always get to the heart of their problem in contact with customer service agents. Agents frequently need to learn more about the problem. That is where probing questions come in handy. They are one of the most effective conversational tools for keeping customers engaged. This article shares practical information on probing questions in customer service and guides you on how to ask customers when you need more information.

    What are Probing Questions in the Customer Service Field?

    Probing questions intend to understand what someone has just said, assisting customer service agents in uncovering the reasons and feelings behind the customers' words.

    We usually ask the probing question in customer service centers for the following reasons:

    • When we are not sure of the customer's desired result;
    • When there are some ambiguities in the information from the customer;
    • When the customer does not appear to be convinced by the conversation's progress.

    There are two aspects to asking probing questions in the customer service unit, including learning the facts about the current scenario and determining the customer's thoughts.

    Frequently, the focus of customer service is on delivering answers to customers. However, the questions you must ask clients in return receive insufficient attention.

    In customer service dialogues, probing questions are a helpful questioning strategy. It is all about following up and acquiring the extra information to offer the best service possible.

    We ask probing questions to determine what happened to the customer regarding their experience with our business and understand how they feel about it.

    If we understand how they feel, we can figure out why they have called customer service and how we can help them.

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    Why are Probing Questions Important?

    Probing inquiries help move the conversation away from the problem and toward the solution.

    Customers frequently concentrate on how they feel about the problem and how it affects them.

    You can direct the focus to the intricacies of the problem and obtain the information you need for a solution via probing questions in the customer service unit.

    Probing questions delve deeper into the details. They encourage the consumer to dig deeper and consider the fundamental cause of the problem outside of the heat of the moment.

    They assist in the resolution of misconceptions. You not only discover the source of the problem, but you also dispel many of the customer's assumptions.

    They maintain the flow of the dialogue. Best-case scenario: inquisitive questions will lead to a constructive conversation and a fantastic client experience.

    Asking the appropriate question to the right customer at the right moment might mean the difference between resolving a problem, closing a transaction, or fulfilling a request.

    Furthermore, asking the excellent question at the right moment for the consumer demonstrates that you know the caller's goals in calling you.

    Let us look at four areas of probing questions to comprehend better a customer's inquiry.


    Funneling Questions in Customer Service

    It is helpful to know how long a problem has been present. For example, the response may reveal how long the customer has been irritated. It also elucidates the gravity of a situation.

    If a condition has been there for a long time, it is more likely to become more serious. However, a short period may suggest an easy cure.

    Probing questions that refer to anything the consumer has already mentioned implies that you are paying attention to them.

    By inquiring about a specific aspect of their inquiry, you can steer the client to the information you need the most.

    As a result, rather than sifting through generic information, you may focus on the specific information you require.

    Another probing question you could use as a funneling strategy is this one. When you ask a sequence of questions, each one gets more specific.

    Use funneling questions to delve deeper into a complicated problem. For example, they funnel the customer from a general objection to the exact information you require.

    These are some examples of probing questions customer service for funneling:

    • Is there anything more you need to tell me about the problem?
    • What problems did you have when trying to solve this issue?
    • What led you to suppose that there was a problem?
    • Can you tell me what you did to fix this problem?
    • May you tell me what you see on the screen?
    • Have you experienced this issue before?
    • What happened after you did this step?
    • When exactly did this problem begin?
    • How often is this happening?
    • Have you tried [solution]?

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    Probing Questions for Explanation

    These probing questions in customer service delve into the customer's problem and help them comprehend what is going on.

    For instance, giving examples is an excellent technique to gain a good knowledge of anything.

    As a result, another practical probing inquiry is to ask for an example of what happens or explains a customer's query.

    When a consumer has not sufficiently described something, examples are helpful. Inquiring more can result in the Pictionary conundrum and frustration on both sides.

    Examples help break down this communication barrier by guiding the consumer toward a better way of explaining the problem.

    These are some examples of probing questions customer service for explanation:

    • Could you give me more information about the problem?
    • When you say that, can you give me an example?
    • Do you have any pick regarding the solution?
    • Can you tell me more about the situation?
    • When you say this, what do you mean?
    • When do you need the issue fixed?
    • Can you please tell me about that?
    • How is this problem affecting you?
    • What are you doing now?
    • How can I help?


    Confirming Questions for Customer Service


    Probing questions are not merely for obtaining additional information about the issue. Instead, you can use them to elicit the customer's opinions and feelings about the problem or the proposed remedies.

    Knowing how a consumer feels about a solution, for example, might help you determine how satisfied they are with your service or recommendation.

    It is sometimes helpful to know what a customer has already done to solve a problem independently.

    It prevents you from recommending fixes they have already tried, wasting time and aggravating them.

    It also prevents you from assuming that a consumer has attempted a simple solution when they have not.

    There is, however, one limitation to this. You must not indicate that the customer should or should not have done something.

    Furthermore, it allows you to address any reservations they may have.

    This inquisitive query is an excellent method to determine client expectations.

    Furthermore, knowing what customers expect makes it much easier to meet their expectations.

    These probing questions customer service has three purposes:

    • Making the customer feel valued;
    • Helping the agent to confirm the customer's complaint;
    • Allowing the customer to step back and re-evaluate the issue.

    These are some examples of probing questions customer service for confirm:

    • So that I understand, [repeat problem statement]. Did I get that right?
    • Do you have any further questions you would like to ask?
    • Do you do that yourself? Or do you need my help?
    • Is there anything else I can help you with now?
    • What do you think about this [solution]?
    • Do you want to explore other options?
    • Why do you want to make this move?
    • Have we covered everything?
    • How does this sound to you?
    • What is your ideal outcome?

     Probing Questions for Leading

    A probing query with a definite solution is known as a leading question. Customer care teams persuade clients to take a specific action and use it.

    They are also an excellent method to get started with upselling and cross-selling.

    These are some examples of probing questions customer service for leading the conversation:

    • The [feature] is included in [Solution A]. As a result, you will receive [benefit] if you select it. Would that be beneficial to you?
    • When faced with a problem like yours, most customers choose [solution A]. Do you want me to tell you why?
    • It would be fantastic if you could pick anything that [insert benefit]. Do you think you would be interested?
    • With [solution A], you have a [benefit]. Would that be something you are looking for?
    • What characteristic of the product is most essential to you?
    • Do you want me to start working on [solution A] for you?
    • What do you intend to achieve with this feature?
    • Would you like to get [offer/freebie/discount]?
    • Would you want to try our service for free?
    • How would you rate today's service?


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    In customer service, probing questions are essential for learning more about a customer's problem. Customer service agents usually mix and match different questions to answer a client's problem faster and more efficiently. This article provided four types of probing questions in customer service and how they can help you create a better client experience.

    Discover how we can help you gain new levels of insight into your quality assurance process. Get started with a free trial of Scorebuddy today!  


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