Focus on the problem-finding approach

A tip for customer service team leaders: focus on the problem-finding approach

In your next team meeting, begin by talking to your team about the questioning funnel and the levels of listening. At the beginning of the meeting, encourage everyone to practise these skills so that they can learn as much as they can during the meeting.

Ask your people to continually challenge themselves to ask more curious questions and to listen deeply throughout the meeting by being present and curious, avoiding distractions, testing their own assumptions, note-taking, summarising and clarifying.

At the end of the meeting, ask your team about their experience. Discuss the difference it made to their involvement in the meeting and what they took from the meeting. Then talk about how this feels in customer interactions and the impact it will have for your customers and your ability to offer a GREAT service.


This learning tip comes from our ‘Coaching for GREAT customer service’ programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.

Categories: Customer service

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