Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

74. Sound Questioning Techniques Keep You on Track

Questioning techniques are crucially important to meetings. Poor questions can lead to poor participation, as well as to confused and distracted attendees. More significantly, poor questions can lead to incorrect solutions. Asking good questions helps encourage participation, guide the direction of the discussion, and reach agreement. When planning your meeting, note questions you want to ask and check them off as the meeting progresses.

Performance Prompts

• Encourage participation:

  • Ask the group for their input and ideas about the situation. Let’s see what we can come up with. Who wants to go first?

  • Give each attendee equal time to participate. What are your thoughts on improving customer service, ...