Unlocking Insights With Stimulus Questions #accountmanagement #customercentricity #customerservice

26 Mar 2024 · 0 min

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This content was created by Jermaine Edwards. This content was uploaded by Jermaine Edwards. This is a YouTube video titled "Unlocking Insights With Stimulus Questions #accountmanagement #customercentricity #customerservice" (created 2024-03-26T16:00:45Z). The excerpt is an instructional segment in which a single presenter explains stimulus-based questions for account management and customer service—describing their purpose (to surface potential cause-and-effect) and giving an example phrasing («can you help me to understand what led to that frustration…») to uncover important information.

Number 2 is seeking to understand through stimulus-based questions. Stimulus-based questions are designed to understand the potential cause and effect. So an example of this would be, well, I hope you don't mind, but can you help me to understand what led to that frustration, or what led to that particular challenge for you? Doing that helps you to really begin to seed in what's really important for you to understand.