Expected Duration

15 minutes

Overview

After you have listened to your customer, it’s your turn to talk.  It’s important for you to ask the correct questions, in the right way, to get the information you need to best service that customer.  This course identifies and demonstrates six essential questioning skills along with how and when to implement them.  Whether you are speaking on the telephone or face to face, these skills are essential to good customer service.

Usefulness

This course is especially good for pest control professionals who handle customer complaint calls and/or schedule service with customers.  You’ll learn how to ask the right questions, in the right way, to be both friendly and efficient.  Skillful questioning saves you time and helps decrease misunderstandings.

Advice to the Student

Take the course quiz before and after you view the course so that you can compare your scores.  If you are doing self-study, we recommend that you download the ebook, Participant’s Workbook, and print it out.  Follow the instructions given with the workbook.

How to Get Started

Pick any of the six techniques that you think you need to improve on and practice it daily until you are good at it.  Then, pick another and practice it.  Repeat the process until you are good at all six questioning skills.