Author: Neftaly Malatjie

Questioning techniques are a useful tool when uncovering customer needs. We shall look at some of the key techniques;

1. Open and Closed Questions

• A closed question usually receives a single word or very short, factual answer. For example, “Are you thirsty?” The answer is “Yes” or “No”; “Where do you live?” The answer is generally the name of your town or your address.
• Open questions elicit longer answers. They usually begin with what, why, how. An open question asks the respondent for his or her knowledge, opinion or feelings. “Tell me” and “describe” can also be used in the same way as open questions

2. Funnel Questions

This technique involves starting with general questions, and then homing in on a point in each answer, and asking more and more detail at each level.

3. Probing Questions

Asking probing questions is another strategy for finding out more detail. Sometimes it’s as simple as asking your respondent for an example, to help you understand a statement they have made. At other times, you need additional information for clarification, “When do you need this report by, and do you want to see a draft before I give you my final version?”, or to investigate whether there is proof for what has been said, “How do you know that the new database can’t be used by the sales force?”

Once information has been uncovered using the various questioning techniques above, the IT representative must assess the information in order to determine if it is;

• Relevant
• Sufficient
• Valid

1. Relevant information: The information collected must be linked to the request-for-support of the customer.

2. Sufficient information- the information collected must be enough to make a decision or to assist the customer with his or her request-for-support.

3. Valid information – the information must be current and useful in solving the customer request-for-support.

It is important for an IT organisation offering support to customers, to be able to collect and analyse customer needs. Customer needs can be identified by collecting the relevant, valid and sufficient information relating to the request-for-support.

On completion of this section you will be able to Assess and respond to effectively to customer requests. 

1.    The assessment ensures that the information obtained is sufficient, relevant, and valid in order for the request-for-support to be investigated. 

2.    The assessment analyses support records to ensure that agreed levels of support are met. 

3.    The assessment ensures that the relevant persons are promptly and clearly informed of the results of the assessment, following organisational procedures. 

4.    The response to the customer`s request ensures that support actions are promptly initiated to resolve the fault has been identified, in accordance with agreed procedures. 

5.    The response to the request ensures that relevant colleagues are informed of any unresolved problems. 

6.    The response ensures that support is provided within agreed timescales. 

7.    The response ensures that support records are complete, accurate and up-to-date. 

Deviations from timescales do occur in IT projects. Deviation means any deviance from project plan (a way in which the project has been expected to be accomplished). In other words it means any discrepancy between the project results as they have been agreed by the customers and executers in the contract, which may be caused by non-conformity between the plan and actual work. Project deviation may be a formal cause for project non-acceptance by the client or contract termination because of violation of its terms by executers. Anyway project deviation, if not agreed with customers and not aligned with master documents, is a serious problem which may collapse a reputation and entail losses. To this end, deviations must be communicated to customers and relevant staff involved.

The following are key tips when communicating deviations;

• Explain the nature of the deviation
• Identify and describe the cause of the deviation
• Identify the effect of the deviation on the project
• Explain how the deviation shall be managed
• Give the expected completion date of the task or project if the solution to the deviation is implemented.

• Other facts to remember when communicating deviations

  Learn to Listen

  Listening is not the same as hearing; learn to listen not only to the words being spoken but how they are being spoken and the non-verbal messages sent with them. Use the techniques of clarification and reflection to confirm what the other person has said and avoid any confusion. Try not to think about what to say next whilst listening; instead clear your mind and focus on the message being received. Your friends, colleagues and other acquaintances will appreciate good listening skills.

   

  Be Aware of Other People’s Emotions

  Be sympathetic to other people’s misfortunes and congratulate their positive landmarks.  To do this you need to be aware of what is going on in other people’s lives.  Make and maintain eye contact and use first names where appropriate.  Do not be afraid to ask others for their opinions as this will help to make them feel valued.

Consider the emotional effect of what you are saying and communicate within the norms of behaviour acceptable to the other person.

Empathise

Empathy is trying to see things from the point-of-view of others. When communicating with others, try not to be judgemental or biased by preconceived ideas or beliefs – instead view situations and responses from the other person’s perspective.  Stay in tune with your own emotions to help enable you to understand the emotions of others. 

Promise updates, not timelines:

It’s better to say that a feature is on the way and that a customer should ‘Stay tuned!’ rather than say something with a date attached like, ‘We plan to launch this next month.

Stating a date creates an expectation and failing to meet it might result in disappointment or dissatisfaction.