Importance of Asking Questions

I have worked in support and help desk positions for the past three years and have learned that asking questions is crucial to getting anything done. Before the company I worked for had invested in any type of remote support software like GoToAssist, or LogMeIn123 I had to try my best to describe to our clients how to maneuver through the management end of their websites so they could edit information on their personal website.

I took a call one day from an older lady, who wasn't to tech savvy, wanting to know how she would edit the information on her personal website. I began my regular routine of asking her to open a web browser, and then enter in her username and password into the website. Then once logged into the management area of the site to select the particular area of the website that she wanted to edit, and after she has edited her changes to click the saved button. She then said to me, "I don't see the save button" I then said, "It's off to the bottom right corner of the site" she then replied, "I am not on your website." I was confused because I thought that she had been following along with my instructions on how to maneuver through the website. What was my mistake throughout all this phone call? I was giving her instructions and not asking questions.

When working in a technical support role you are going to be finding yourself asking a lot of Close Ended type of questions. Closed Questions are those for which there are a limited number of acceptable responses or "right answers."(1) For example asking something like, Have you opened up a web browser?, and Were you able to successfully log into the website? If asking those questions I will know exactly whether or not the person has completed the instructions that I just gave them.

There also comes an important need to listen to your clients and especially listen to the questions they ask you. "Try to give more than a one word answer. No matter which questioning technique customers use, try to answer as though the question is open ended."(2) You now have a great opportunity to share more with your clients about your system so that they will be able to know how to get the most out of using your products and services. This will also lead to building a relationship of trust with the customer because they see that you are willing to listen to them, and are able to answer their questions.

The art of asking questions is something that you will continue to learn over time, and you will need to be able to detail your questions to the specific clients you deal with in different situations. People in technical support positions are often described as very non-commutative, and not very customer oriented. You will be able to get an edge over others in a technical field if you learn to communicate effectively and be able to ask questions to further your fact finding to help someone.

I have noticed with the people that I work with now that they are very appreciative of the service that I provide to them. They comment on how I am able to ask those questions that guide them through the steps on how to get their work done on websites more easily and efficiently. I have come a long way since I very first started in providing technical support, and I know that I will continue to grow as I learn how to communicate with people, and to ask questions so I know what level of service and guidance that I need to provide to them.

 

Bibliography

(1) Blosser, Patricia. "How to Ask the Right Questions." National Science Teachers Association. Web. 26 Sept. 2009. <http://site.ebrary.com/lib/byuprovo/Doc?id=10240824&ppg=4>.

(2) Renee, Evenson. "Customer Service Training 101 : Quick and Easy Techniques That Get Great Results." AMACOM. Web. 25 Sept. 2009. <http://site.ebrary.com/lib/byuprovo/Doc?id=10120166&ppg=67>.