What Are Probing Questions?

people asking questions
2,171

Probing questions are questions that you ask to gain greater insight into what someone has just told you, helping you to uncover the reasons and emotions behind what they have said.

In the contact centre, we ask probing questions for each of the three reasons below:

  1. There are grey areas in the information that the customer has given you
  2. You cannot be sure of the customer’s intended outcome
  3. The customer does not sound convinced by the course of the conversation

Author: Rachael Trickey

Published On: 18th Aug 2022
Read more about - Definitions,

Follow Us on LinkedIn

Recommended Articles

A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept
15 Examples of Probing Questions for Customer Service
Person looking thoughtful with a question mark in speech bubble
Techniques to Improve Your Probing Questions
Funnel Questions for Customer Service
How to Use Funnel Questions – With Examples
person in a call centre headset with post it notes that have question marks on
15 Clarifying Questions For Customer Service