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Hi There! This is Shep Hyken, customer service and experience expert and today's tool from
my book Amaze Every Customer Every Time is Ask The Extra Question. Questions are a powerful
way to understand expectations, gain clarity and avoid misunderstandings. Sometimes a customer
says one thing, but may mean something else. If you don't ask, you won't know. Once you
answer a customer's question, continue the conversation. Listen for more information
that allows you to give a better answer. Some customers think they want one thing, but need
something else. Ask questions, listen and help them understand what they need. Ask about
the customer's problem and solve it. You could win a customer for life! So here are some
questions for you: When have you asked a customer a "follow-up" question that uncovered new
information that allowed you to help the customer in a way that you would not have done otherwise?
(Often, these are questions that begin with words like, "Just out of curiosity . . .") If you haven't asked that "extra question,"
what could you have asked? Well I hope you enjoyed this short lesson.
Please visit my website, which is www.hyken.com. Thank you for tuning in. This is Shep Hyken
reminding you to Always be Amazing!