Skills Required for Service Engineers - How to Ask Questions
Introduction to Useful Columns: Columns for Engineers Active at Client Sites
Have you ever found that you don't get the answers you want when asking customers questions for repairs or maintenance? It all depends on how you ask the questions!
In the interpersonal skills enhancement training for service engineers, participants practice actual interactions with customers through role-playing. Perhaps because they practice with each other, there is often an overuse of technical jargon and simplification of explanations. However, this does not translate well in the field, as customers may not understand. It is necessary to be able to adapt on-site by replacing technical terms with more understandable language or preparing both long and short explanations, depending on the customer's level of knowledge and understanding. Another common issue is that the questions are structured in a way that makes it difficult for customers to answer. Engineers tend to ask straightforward questions like, "Please tell me about A," since receiving an answer about A allows them to proceed with repairs or maintenance. However, customers may respond with unexpected answers, making it hard to obtain the information about A. Even when unexpected responses are given, engineers cannot interrupt the customer's story and end up listening for a long time before saying, "So, regarding A..." and asking the question again. *The continuation of this column can be read immediately through the related link. The column is available for free. For more details, please feel free to contact us.*
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