The Power of Questioning: Shep Hyken on Elevating Customer Experience

In a recent LinkedIn post, customer service expert •Shep Hyken discusses the profound impact that seemingly small changes in questioning can have on the overall customer experience. Hyken, a recognized authority in customer service and the Chief Amazement Officer at Shepard Presentations, highlights how refining the questions asked by frontline employees can transform interactions from transactional to conversational, ultimately fostering better customer relationships.

The core of Hyken’s argument centers on the way questions are phrased and the intent behind them. He points out the common, often unhelpful, initial greeting many customers receive. As •Shep Hyken notes:

“Instead of ‘Can I help you?’ try ‘What can I help you find today?’ The first can get a quick ‘No, I’m just looking.’ The second starts a conversation and gives the employee an opportunity to be helpful.”

This subtle shift, Hyken explains, moves the interaction from a closed-ended query that can easily end the engagement, to an open-ended invitation for assistance. According to Hyken, this simple change is not just about politeness; it’s a strategic move to empower employees and create opportunities for meaningful engagement.

The Ripple Effect of a Better Question

Hyken emphasizes that the impact of such a small alteration in communication can be significant. He suggests that these minor adjustments are the building blocks of a superior customer experience. In his post, he elaborates on this idea:

“It’s a small change, but small changes can create big differences in the customer experience.”

This perspective underscores a key principle in customer service: consistent, small improvements can lead to substantial gains in customer satisfaction and loyalty over time. By focusing on the quality of interaction at the point of service, businesses can differentiate themselves.

Opening Doors to Deeper Engagement

The underlying principle Hyken advocates for is the creation of an environment where employees are encouraged to be proactive and genuinely helpful. The question, “What can I help you find today?” not only prompts a more specific answer but also signals a willingness to engage and assist in a more targeted manner. This contrasts sharply with the often-perfunctory “Can I help you?”, which can signal disinterest or a desire to simply move on.

•Shep Hyken challenges businesses and their employees to consider the effectiveness of their standard questioning techniques. He poses a direct question to his audience, prompting reflection on their own practices:

“Are you asking questions that open the door to better conversations?”

This call to action encourages a critical review of communication protocols within organizations. By adopting more open-ended and engaging questions, businesses can foster a more positive and productive customer journey, turning routine inquiries into opportunities for enhanced service and connection.