Asking the Right Questions

Asking your clients the right questions is how you get them and you to the correct solution for their computer problem.  Closed ended questions with their simple no or yes answers are useful but to really get to the bottom of an issue you want to use probing and clarifying questions.  The probing question will encourage the client to explain what they are seeing, this is especially useful when you are unable to remote into their computer.  For example if a client says, "My email is not getting to everyone I'm sending it to." 

Probing questions you could try:


  • What is happening that makes you think this person is not getting your email?
  • How are you entering the email addresses into the To field you are sending to?

Clarifying questions you can follow up with:
  • Is the person not getting your email internal or external?
  • Are you getting a non-deliverable message?
  • Has this happened before? 
The key us to get your client talking and providing what you need to help them.


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