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Determining Caller Needs

Make up Your Mind


Decide to be a better listener. Remember hearing is not only physical, listening is intellectual.

Welcome Words

Be obviously friendly when you welcome the caller. Answer the callers request by saying Youve called the right place!

Concentrate: Full Strength


Give the caller your undivided attention. Focus on what the caller is saying. Avoid distractions. Do one thing at a time.

Objective: Objectivity

Dont interrupt. Let callers finish what they start to say. Stick to the facts. Avoid assumptions. Remain Objective: Dont jump to conclusions.

Let them Hear You Listening

Give verbal feedback clues to let the caller know that youre listening. Use a variety of verbal clues to avoid sounding bored or mechanical.

Every Call is Note-Worthy

Always have paper and a pen or pencil by every phone. Use a system of abbreviations to make note-taking easier and more effective.

Opening Up and Closing In

Use open-ended questions to open up a conversation and get full information. Use closed-ended questions to close in on one are and pin down specific facts or details.

Hungry For Answers?

Use probing questions when you want to dig a little deeper to identify callers needs. Remember if one probing question doesnt do the whole job, feel free to use another. Use several probing questions, if necessary, to learn what you need to know.

Echo. Echo?

Use echo questions to help you get more information. Phrase your question using the key words form the callers last statement. Raise the tone of your voice slightly at the end to make the words a questions. After asking the echo question, pause to give the caller a chance to provide more information.

Lead, Dont Push

When callers are undecided, use leading questions to direct them to a decision. Remember the objective is to lead, not to push.

And Another Good Technique is

Remember a series of abrupt or disjointed questions can make callers uncomfortable. Use the And technique to gather information without making the callers feel theyre being interrogated.

Hearing What They Mean

Pay close attention to what the caller says. Try to determine what the caller is really trying to tell you. Never argue. Instead, ask sincere questions designed to get through the disguise and identify the actual need.