The Fresh Air Principle
Ask great questions.
When I am traveling my primary source of entertainment is my music and podcast library. One of my favorite podcasts is the daily radio interview show Fresh Air. Terry Gross is the host. Rarely does an episode go by without a guest making the comment, "That is a great question, Terry." She (and her team) script out excellent questions that get right to the heart of the matter.
Great customer service professionals love questions. They enjoy it when customers ask questions (because it is a sign of interest and because it provides an opportunity to solve a problem or serve a need for the customer) and they thrive on asking customers questions. Here is a short list of questions you should be asking regularly:
- How can we help you today?
- How are you today?
- What concerns do you have?
- How can we make this better for you?
- What else can we do for you?
- What questions do you have?
- How did you hear about us?
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