You will learn the difference between a question and a probe - and how using the right one can elicit information while avoiding the impression you are interrogating your customer.  By mastering open and closed questioning techniques, you'll control the direction of the interview - whether you want this person to "open up", or more focus on specific information.  You'll learn which category of question to use for your specific purpose - and what kinds of questions to avoid as well.

You will come away from service calls with the answers you need to present your customers with a relevant solution.  Your customers will know they have engaged in a focused and useful process - and that makes them feel important.  The result is better information, better service and better customer relationships.