Description

As a call center representative, you'll learn quickly that every call and every caller are unique. A solution may work for some, but not for others. New problems and complaints arise all the time and you must learn to quickly and effectively troubleshoot these issues. You might even be required to sell or upsell. To do any of this well, you have to ask the right questions. You need to get to the root of the customer's issues to find a resolution, or you need to determine the customer's unmet needs in order to sell them a product that will meet those needs. In this course, we'll go over how to ask good questions. We'll discuss basic troubleshooting and how to use the TED approach in your questioning. We'll talk about more advanced troubleshooting techniques and how the funnel questioning method works. We'll also go over questions you can ask to find more sales opportunities.