What type of questions should you ask to better understand a customer’s issue?

Open-ended questions are the most effective way to understand a customer’s issue because they encourage the customer to provide more detailed and nuanced information. This type of question allows the customer to share their thoughts, feelings, and experiences related to the problem they are facing. By asking questions that cannot be answered with a simple "yes" or "no," you invite the customer to elaborate, which can uncover valuable insights and specific details that may help in resolving their concern.

This approach fosters clearer communication and can lead to a better understanding of the customer's needs. It also helps build rapport, making the customer feel heard and valued, which is essential for effective customer service. In contrast, yes or no questions limit the response options and can hinder the discovery of underlying issues. Additionally, technical jargon can confuse the customer and may not be relevant to their situation, while leading questions can bias the response and do not promote an open dialogue. Overall, open-ended questions create a conducive environment for problem-solving and customer satisfaction.