Give a brief introduction of why probing is very important in our LOB. Site different examples where people didn’t probe which led to an incorrect understanding of the situation which of course will lead to either a wrong assumption or a wrong resolution. It’ll be better if you ask them what do you think will happen to the given scenarios? E.g. (generic examples) Your best-friend told you to meet him/her in front of the Araneta coliseum in 15 minutes. You understood him/her perfectly. (What do you think happened?) For people who don’t know what the Araneta coliseum looks like, it’s a dome with 4 major entrances/exits so to speak. (NESW in terms of directions) 2. Your doing the grocery when your sister/girlfriend asked a favor if you could buy her a sanitary napkin. You say yes and hung up. (What do you think happened?) 3. Since you were at the mall, your boyfriend asks you to get him an NBA live PS2 game, you hear him loud and clear, you said yes and hung up. (What do you think happened?) If you think your crowd isn’t going to be familiar with PS2s, you can use a Hamburger instead. Site other examples if necessary. E.g. (product specific examples) The customer tells you that he no longer uses half of his 800 minute plan since he recently retired and wants to downgrade his plan. You understand the situation and you downgrade his plan to 400 minutes in the next few minutes. (what do you think happened/will happen?) Your caller tells you specifically “I want to activate my phone”
We all know the two different classifications of Probing – Open and Closed Probes (define each) There are various probing types you can use, depending on what they are saying and what you want to discover. Example statements that need “clarification probing” “My cheque won’t arrive till next week, I’m wondering if I can pay my bill then?” “I have insurance on my phone, send me a new one. My phone’s no longer working” Example statements that need “Purpose probing” “I’ll transfer to Verizon, they have better plans”
Example statements for Completeness and Accuracy probing: Cust: I want 3 quarter pounders, all biggie meals, 7 6 pc chicken nuggets, each having extra bbq sauce, 3 extra large fries, put 3 extra bbq sauce too and lots of catsup. Example statements for Repetition: I called you guys last time I received my bill and had this disconnected
The following scenarios will prompt the question to pop first. The idea is for us to flash the question first and ask the participants what normal Probing questions they’ll ask. This activity will make the entire class share probing questions that are common to their group. Once everyone’s done sharing, the trainer has to flash the basic probing questions to be able to identify the caller’s concern for each example. Note: participants might be able to give out all the probing questions for each example – good! If not, just reinforce by discussing the questions yourself.
Types of text messages: Premium – text messages from premium services (chat, horoscope, joke, etc) Personal – from contacts Sprint Notification – from the company; particularly account related
Double Billed scenarios: Mid-cycle plan change First Bill/New activation NPD status
This is also the best time to consult the Rate Plan Advisor under Customer Care Tool in KMS (Premiere) This tool lists probable questions with regard to specific attachable options for the customer