Are your service providers asking the right questions to ensure they are providing the best information to your customers? Too often we are quick to provide information without first learning what the customer is really asking. For example, if a guest calls a hotel and asks if they have a lot of children as guests, the person handling the call might assume they really want to know if the resort is “kid- friendly.” On the other hand, the guest may really be looking for a vacation away from kids, thus the reason for their question. By probing for more information before answering, the hotel employee has the opportunity to provide the best information possible. It could be that the resort has family and adult sections of the resort. The right question might be, “What kind of accommodations are you looking for?” Or, “We serve kids of all ages, what are you looking for in a resort?”

By assuming we know what the customer is asking, we risk leaving valuable sales opportunities to chance. Find out what questions customers typically ask and what answers they are receiving. If necessary, create quick reference cards with answers that will maximize your sales. Once your employees use the cards for a while, they will learn the responses and feel comfortable clarifying with just the right questions.

Employees usually learn how to handle situations for which they are unsure. But think about what could be gained if every employee logged the questions they just weren’t totally confident in answering. In addition, you could log all questions for a week or so, several times year. With these two data- collection opportunities you can create a valuable database that might include:

• Questions to be used for employee quick reference cards and/or training content.
• Data showing the interests of your customers and how often those interests surface.
• Data showing customer satisfaction with the responses currently being provided to frequently asked questions.
• Data indicating products and/or services that are currently desired, but not being offered.
• Customer requests based on location, days of the week, and times of day.

With the above information available, you can improve your training efforts by ensuring employees are equipped with the best possible answers. You can also enhance your product and/or service offerings, thus increasing customer satisfaction.

Want to learn about your personal listening style and how to maximize your listening skills? Check out the Personal Listening Profile and Facilitator's Kit. You can take the profile online, or set up an account to accommodate employees who may benefit from this valuable tool / seminar.