Probing 101
Probing 101
Last Update: July 31, 2024
Probing
Probing involves asking specific questions to collect comprehensive information about the customer's situation.
Probing helps in uncovering the root causes of problems or dissatisfaction that may not be immediately apparent.
Probing involves asking follow-up questions to clarify any vague or ambiguous information provided by the customer.
Why Probe?
This helps in accurately diagnosing the problem rather than making assumptions based on incomplete information.
This builds trust and shows that the company values the customer’s input.
This ensures that the solutions or recommendations provided are well-informed and targeted.
This minimizes the need for issues to be escalated to higher levels of support.
This includes understanding the customer’s situation, preferences, and any prior interactions.
Probing for Top Contact Reasons
Cancelation & Refund
"Is this the first time this has happened?"
"Did the courier contact you before it was canceled?"
"Are you familiar with this area? (ePOD)
"Is this the first time this has happened?"
"Was there a successful delivery in your address before?"
"Can you also provide your billing address similar to your shipping address?"
Return & Refund or Exchange
"May I know the reason why you requested for a refund?"
"Have you contacted the seller regarding this?"
"May I have the screenshot of your conversation with the seller?"
"May I know the reason why you requested for a return?"
"Have you contacted the seller regarding this?"
"May I have the screenshot of your conversation with the seller?"
"Do you have any proof that you already returned the item?"
"May I know if you already contacted the seller about this?"
"Have you tried to dispute the rejection reason?"
"May I have the screenshot of your conversation with the seller?"
Product Experience
"May I know if you’ve already checked your mailbox or door for the parcel?"
"Are you familiar with this area? (ePOD)"
"Have you asked your relatives or any family members if they received your parcel?"
"Have you tried contacting the rider?"
May I know which item is missing?"
"Have you contacted the seller regarding this?"
"May I have the screenshot of your conversation with the seller?"
"Did you file a refund for the missing item?"
"Do you have a picture and unboxing video of the item?"
"Did you check your email for the coupon code?"
"May I have the phone number and email address that you used when you purchase the item?"
"Have you contacted the seller regarding this?"
"Can I have the screenshot of your conversation with the seller?"
"Is this the first time you didn’t receive your code?"
Trust & Safety
"Do you have an unboxing video of the item to verify its contents?"
"Is the airway bill visible to confirm the shipment details?"
"Have you already contacted the seller regarding this issue?"
"'Is this the first time you encountered this issue?"
"'Have you reported the unauthorized transaction to the issuing bank or e-wallet?"
"Do you have the merchant ID (GCash)/ reference number (Bank) of the transaction?"
Author: Kim Villaester Created: July 31, 2024