Probing Questions
- 1. Probing Questions II: The question for more answers
- 2. What are some questions you might ask? - Has this ever worked? - What were we doing when this issue occurred? - What is the expected result from the actions? - Is anyone else able to repeat the issue? - How is the item connected? - Where is it located?
- 3. Open-Ended vs. Closed-Ended Questions Open and Closed-ended questions both have uses: - When you already have a lot of information, close-ended questions will move the process along faster, while when you have little information. - Open-ended questions will enable you to get more information faster. Example: - What sort of cables are going into the device?” Instead of saying “Is it USB or Networked?” - Did you add an item to the ticket differently than usual? - What were we doing when we noticed the issue?
- 4. Why do probing questions make troubleshooting easier? - Eliminates confusion with issues the store is experiencing - Helps eliminate bias of the store - Enables faster problem solving - Most importantly lets YOU control the call
- 5. Scenarios “I’ve got a problem printing from my invoice printer on R2, it’s just not working.”
- 6. Scenarios “I don’t have any internet.”
- 7. Scenarios “I just want to speak with a supervisor.”
- 8. Questions and Answers - What questions do you have? - How do you think that you can make use of what you learned?
Editor's Notes
- #3: Ask the group for ideas and examples, use a whiteboard to note these
- #4: Make use of the previously suggested questions and discuss Open vs Closed with these examples
- #5: Ask the group why they think these can help the process
- #6: Bad USB cable
- #7: Register Segment works just fine, BO no internet, BO switch has locked up and needed to be rebooted
- #8: Cradlepoint not failing over, due to LAN cable not in correct port on CradlePoint