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Probing
- 1. VA Product Support Training/Sunflower 01/29/15 © 2007 IBM Corporation Probing Digging deeper to understand further
- 2. Business Unit or Product Name © 2006 IBM Corporation 2 01/29/15 Digging deeper to Understand further Probing – to explore, delve into, to investigate To ask relevant questions to further understand the caller’s concern. Thus, to be able to provide the accurate solution. Clarification - When they are vague or have not given enough information, seek to further understand them by asking for clarification. What date next week will your cheque arrive? What date next week will be convenient for you to pay? Could you tell me more about …? Purpose - Sometimes they say things where the purpose of why they said it is not clear. Ask them to justify their statement or dig for underlying causes. What seems to be the problem? What’s causing your dissatisfaction?
- 3. Business Unit or Product Name © 2006 IBM Corporation 3 01/29/15 Digging deeper to Understand further Completeness and accuracy - You can check that they are giving you a full and accurate account by probing for more detail and checking against other information you have. Sometimes people make genuine errors, which you may want to check. Is that all? Is there anything we might have missed out? Is there anything else you would want to place in your order? Repetition - One of the most effective ways of getting more detail is simply by asking the same question again. You can use the same words or you can rephrase the question (perhaps they did not fully understand it the first time). Just to clarify, you called us last month and had this disconnected? You mean, you had to go back to the Sprint store to just fill that out? You can also repeat what they have said ('echo question'), perhaps with emphasis on the area where you want more detail. The store rep asked you to go back there twice? That’d be #44 on Johnson street?
- 4. Business Unit or Product Name © 2006 IBM Corporation 4 01/29/15 Digging deeper to Understand further Why is my Bill so high? •Are you referring to your most recent bill? •Do you have a copy of the bill with you? •Is there any particular charge you’d want to discuss? •On what page? •Do you have any copies of the previous bill? •What part of the bill are you having difficulty with?
- 5. Business Unit or Product Name © 2006 IBM Corporation 5 01/29/15 Digging deeper to Understand further Why am I still receiving text messages from you guys? •What type of text messages are you receiving? •Have you called in to have this blocked before? •Can you read it out to me? •Did you recently sign up for any chat service, horoscope, news, etc? •Is this the first time you received this type of message?
- 6. Business Unit or Product Name © 2006 IBM Corporation 6 01/29/15 Digging deeper to Understand further What is this PCS data charge on my bill? •Are you referring to your most recent bill? •Do you have a copy of the bill with you? •Is this the first time you saw this charge? •Do you have copies of previous bills? •Do you access sites through your phone? (music store, check emails, send photos, etc) •Have you lent your phone to someone else?
- 7. Business Unit or Product Name © 2006 IBM Corporation 7 01/29/15 Digging deeper to Understand further Why am I being double billed? •Are you referring to your most recent bill? •Do you have a copy of the latest bill with you? •Is there any particular charge you’d want to discuss? •On what page? •Did you change your plan recently? •Were your services interrupted before? •Are you referring to your Sprint bill or your credit card statement?
- 8. Business Unit or Product Name © 2006 IBM Corporation 8 01/29/15 Digging deeper to Understand further Why haven’t I received my rebate yet? •What rebate are you referring to? •Have you mailed in the rebate form? •When did you mail it out? •When did you buy your new phone?
- 9. Business Unit or Product Name © 2006 IBM Corporation 9 01/29/15 Digging deeper to Understand further What plan can you suggest? •Would you like to upgrade your plan minutes? •Are you planning to share your minutes with additional lines on your account? •Do you receive more incoming calls compared to you calling out? •Are you working on a specific budget? •Do you want me to discuss additional features you can take advantage of while we choose a plan for you?
- 10. Business Unit or Product Name © 2006 IBM Corporation 10 01/29/15 Digging deeper to Understand further Why can’t I send photos? •Were you able to send photos before? •Are you receiving any error messages? Establishing the issue: Troubleshooting •Are you using your phone right now? •Have you checked the email address you’re sending it to? •Do you see any sign/icon that your phone’s connecting to the web at all? •Does your phone have Bluetooth capability? •Are you sending it using Bluetooth or through the Web?
- 11. Business Unit or Product Name © 2006 IBM Corporation 11 01/29/15 Digging deeper to Understand further I want to cancel my Vision/Web services •Are you having problems using your vision services? •What issue in particular? (Internet, picture and video) Establishing the issue: Troubleshooting •Are you receiving any error messages? •How often? •What specific error message are you getting?
Notes de l'éditeur
- Give a brief introduction of why probing is very important in our LOB. Site different examples where people didn’t probe which led to an incorrect understanding of the situation which of course will lead to either a wrong assumption or a wrong resolution. It’ll be better if you ask them what do you think will happen to the given scenarios? E.g. (generic examples) Your best-friend told you to meet him/her in front of the Araneta coliseum in 15 minutes. You understood him/her perfectly. (What do you think happened?) For people who don’t know what the Araneta coliseum looks like, it’s a dome with 4 major entrances/exits so to speak. (NESW in terms of directions) 2. Your doing the grocery when your sister/girlfriend asked a favor if you could buy her a sanitary napkin. You say yes and hung up. (What do you think happened?) 3. Since you were at the mall, your boyfriend asks you to get him an NBA live PS2 game, you hear him loud and clear, you said yes and hung up. (What do you think happened?) If you think your crowd isn’t going to be familiar with PS2s, you can use a Hamburger instead. Site other examples if necessary. E.g. (product specific examples) The customer tells you that he no longer uses half of his 800 minute plan since he recently retired and wants to downgrade his plan. You understand the situation and you downgrade his plan to 400 minutes in the next few minutes. (what do you think happened/will happen?) Your caller tells you specifically “I want to activate my phone”
- We all know the two different classifications of Probing – Open and Closed Probes (define each) There are various probing types you can use, depending on what they are saying and what you want to discover. Example statements that need “clarification probing” “My cheque won’t arrive till next week, I’m wondering if I can pay my bill then?” “I have insurance on my phone, send me a new one. My phone’s no longer working” Example statements that need “Purpose probing” “I’ll transfer to Verizon, they have better plans”
- Example statements for Completeness and Accuracy probing: Cust: I want 3 quarter pounders, all biggie meals, 7 6 pc chicken nuggets, each having extra bbq sauce, 3 extra large fries, put 3 extra bbq sauce too and lots of catsup. Example statements for Repetition: I called you guys last time I received my bill and had this disconnected
- The following scenarios will prompt the question to pop first. The idea is for us to flash the question first and ask the participants what normal Probing questions they’ll ask. This activity will make the entire class share probing questions that are common to their group. Once everyone’s done sharing, the trainer has to flash the basic probing questions to be able to identify the caller’s concern for each example. Note: participants might be able to give out all the probing questions for each example – good! If not, just reinforce by discussing the questions yourself.
- Types of text messages: Premium – text messages from premium services (chat, horoscope, joke, etc) Personal – from contacts Sprint Notification – from the company; particularly account related
- Double Billed scenarios: Mid-cycle plan change First Bill/New activation NPD status
- This is also the best time to consult the Rate Plan Advisor under Customer Care Tool in KMS (Premiere) This tool lists probable questions with regard to specific attachable options for the customer