Effective Questioning Techniques: Pinpoint Customer Service Skill Development Training Series - Softcover

Bednarz, Timothy F.

Softcover

ISBN 10: 1882181298 ISBN 13: 9781882181292

Publisher: Majorium Business Press, 2011

Synopsis

"Effective Questioning Techniques" presents effective questioning tactics, strategies and techniques. It helps customer service representatives to more effectively identify their customers’ needs and establish rapport with them by learning how to properly use questions to develop information and immediately pinpoint the root causes of problems. Its unique advantage is to educate your employees to use effective questioning tactics, strategies and techniques to guide customers through the process to solve their problems, answer their questions and to address any other issues. This reduces customer frustration and increases their satisfaction, while increasing employee confidence and personal contentment. If you or your employees: are unable to define customer’s needs; don’t establish trust with customers; possess poor or ineffective listening skills; display poor or ineffective questioning skills; have a lack of customer understanding; and possess inferior or ineffective communication skills, then this book will help effectively solve these problems.

About this title

About the Author:

Timothy F. Bednarz, Ph.D. is the author of the 125 books included in Pinpoint Skill Development Training Series. He has also authored “Great! What Makes Leaders Great,” which was selected by “Foreword Review Magazine” as one of the top ten career books published in 2011, as well as a finalist in the “2011 Foreword Review Book of the Year Awards.” He is also a contributing author of “Practical Ethics for the Food Professional” (Wiley and Sons, New York, NY), which will be published in 2013. Dr. Bednarz brings a wide spectrum of over 30 years of professional experience as a business consultant and entrepreneur, buttressed by years of extensive research on the best practices of successful entrepreneurs and business leaders to create a number of truly unique books and content published on his blog and in a number of magazine articles. He has the distinctive ability to organize data and information to visualize trends and patterns to develop and highlight effective solutions, as well as to take complex topics and concepts and make them understandable to the average person. This allows him to develop unique insight and perspectives, which he shares with his readers and audiences in his books and presentations. It is because of these abilities, that his books are unique in the content he provides, including focusing how to apply his recommended solutions to the workplace. His work incorporates the lessons he learned from his own personal struggles as an entrepreneur, where he experienced disappointments and adversity and succeeded through a personal vision, supported by his persistence and perseverance, allowing him to empathize with his audience and present unique solutions from the perspective of one who has been in the trenches and who communicates what works and what detours and barriers to avoid. Using these skills, Timothy Bednarz conceptualized and developed the Pinpoint Skill Development Training Series, a comprehensive professional business library, after working as a consultant with hundreds of companies since 1980. He identified the critical skills that contributed to their success, and identified the best practices in each area of their businesses. Based upon his research, the tightly focused skill development books were created and designed after he distilled his knowledge and expertise into concise and easily understood concepts to improve performance, generate results and meet the specific objectives of his customers.

About this edition

• Publisher: Majorium Business Press
• Publication date: 2011
• ISBN 10: 1882181298
• ISBN 13: 9781882181292
• Binding: Paperback
• Number of pages: 46