Podcast 2 │Troubleshooting Probing Questions • English for Customer Service Podcast

Podcast 2 │TROUBLESHOOTING PROBING QUESTIONS • English for Customer Service Podcast
In this Episode:
Top 10 Troubleshooting Probing Questions for Smartphones
What are Troubleshooting Probing Questions?
Vocabulary: "to probe" (v). a careful examination or investigation of something.
Probing Questions
Probing Questions are used to gather as much information as you can from your customer's phone issues. For instance, it's narrowing down the issue or to discover what your customer needs through open-ended or close-ended questions. This will help you get a better understanding of what your customer phone issue is.
Smartphone Trouble Shooting Questions
What type of phone do you have?
Have you performed any recent upgrades?
Does this happen only when you are at work?
How many signal bars do you have?
Can you receive picture messages?
How often do you use Netflix?
Is your airplane mode on?
Is your Wi-Fi on or off?
Can you tell me more about…?
Can you give me an example of…?
Can you provide me more specifics?
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