How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

Questions: How to Get Attendees Involved

Questions and questioning techniques can help improve the delivery of your customer service training. In particular, questions can be used to increase group discussion and attendee participation.

New facilitators often plan their lesson presentation primarily with statements and overlook the value of questions. Experienced facilitators use questions regularly. They know that questions can contribute in many ways to the effectiveness of a lesson. Questions can be used to

•  find out relevant information;

•  increase understanding of a training situation;

•  elicit new ideas;

•  correct misconceptions;

•  demonstrate interest or concern;

•  build relationships;

•  encourage ownership; and

•  build commitment. ...