DESCRIPTION

As a support professional, you probably ask your customers dozens of questions every day as you gather the information you need to resolve their problems. Clearly, asking your customers the right questions requires certain skills. In Effective Information Gathering Techniques, Randall S. Pearson discusses various models that will help you sharpen your information-gathering skills. As you perfect these skills, you'll increase first-level resolutions, decrease call-backs, and enjoy more effective customer interactions.

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