Asking the Right Questions - The Power of Questions that Begin with "May I?"

When a person is under stress, we typically move to what we call a “Task and Tell” orientation – meaning – we are very direct and on “edge”.

From a physiological perspective, adrenalin is dumped into the blood stream. This adrenalin maximizes the human body’s ability to either fight or run. As a result – much of the critical thinking thought processes are shut down and the human brain focuses on what is a threat and what isn’t.

Generally, everything and everyone is a higher-level threat when adrenalin is in the bloodstream.

Therefore, it is very important that you help your customers calm down through your phone etiquette skills – the words you use and how you use them.

Some word combinations may contribute to the problem. Of particular concern are the questions that begin with “What” and are interrogative in nature. For example…

• “What is your name?”
• “What is your address?”

These questions beginning with the word, “what” have the strong potential to actually create more stress for your customers. It’s an interrogative question. This phone etiquette approach asserts your power over the customer. Twenty-five percent of your customers have a high potential of being offended by this phone procedure.

Keep in mind… While you may view the use of interrogative questions beginning with “what” as a proper phone procedure – different behavioral styles won’t necessarily agree.

It’s important to understand that good organizations take care of the problem itself. Strategic organizations that are keenly interested in maximizing the customer’s experience take care of the person AND the problem through the use of effective phone etiquette skills.
Every call or customer experience engagement that your organization participates in presents the opportunity to help your customers take care of two important challenges…

1. Emotional Need – The need for the customer to reduce their anxiety or stress as a result of how they are treated and how the problem/challenge is resolved.

2. Strategic Need – The need for the customer to take care of the actual problem or challenge.

What can you do to improve your customer’s emotional well-being while taking care of their strategic needs? You can improve your telephone skills greatly by asking the right questions that reduce anxiety and help your customers feel better emotionally.

Examples of what you should use…

• “May I have your first name please?”
• “May I have the serial number please?”

Examples of what you shouldn’t use…

• “What is your name?”
• “What is your address?”
• “What is your serial number?”

Remember… proper business phone etiquette requires that you help your customer feel better emotionally as well as fix the actual problem or issue. When you solve both challenges at once, you are creating opportunity for you and your organization. Most importantly – you are helping your customer feel better and there isn’t a greater privilege than to leave your customer in a better emotional condition as a result of their experience with you and your organization.

If your organization and its team members could use some assistance in developing language that will help to diffuse even the most irate customers, give us a call today or fill out our online for to request more information. We'd love to speak with you about opportunities to maximize your customer's experience with your organizations!

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