What type of questions should agents ask to fully understand customer issues?

Agents should ask open-ended questions to fully understand customer issues because these types of questions encourage customers to provide detailed responses. By asking questions that cannot be answered with a simple "yes" or "no," agents promote a conversation that allows customers to express their thoughts, feelings, and specific concerns. This depth of information is essential for diagnosing issues accurately and developing effective solutions.

Open-ended questions invite more elaboration, helping agents gather context about the customer's situation. For example, instead of asking, "Is your problem resolved?" an agent might ask, "Can you describe what issues you're still encountering?" This approach provides richer insights and enhances the overall quality of customer support, leading to better outcomes and higher customer satisfaction.