1. BOOTCAMP: Questions Jonathan Reyes Coach/Trainer/TM LNR Mobility – Calgary April 1, 2015

2. What’s in a Question?

3. TELUS Proprietary3 All about the Customer! Gain customer satisfaction through engagement… Set resolutions that matter… Provide an opportunity for them to feel valued… Show that their trust is not misplaced…

4. TELUS Proprietary4 The Elephant(s) in the Room Asking too much, looks aggressive… Asking questions, make the customers repeat themselves… Asking to clarify, is redundant… Asking for information, opens a can of worms…

5. TELUS Proprietary5 No Elephant Here! Aggressive? Well we sure want to solve it… Repeat? It could be a different perspective… Redundant? Or accurate… Worms? Sure, but you can handle it…

6. TELUS Proprietary6 Cherry On Top We show we care… We gain needed perspective… We have the right customer for the right price… We continue & gain success through effort… NOT BY GUESSING.

7. Prove It!

8. TELUS Proprietary8 You CAN handle the TRUTH A doctor diagnoses because they have enough data to try and resolve your issue Your best achievements came about because you knew what you needed to do or you recognized how you did it Proof of ideas always lead to stronger understanding

9. TELUS Proprietary9 The TRUTH is better than you think… Customers that get engaged through questions, believe they are being helped more than not. [removed name] was incredibly helpful. He answered my questions professionally and knowledgeably, any time that there was a need to consult support, he politely requested that I hold so he could find the answer rather than simply guessing. Excellent job! She was absolutely amazing and helped me out beyond my expectations. I will remain a loyal Telus customer as a result of this phone call. Well done. Thank you. [removed name] was more than willing to help me and make sure that I got all the perks that I was entitled to she was not in a hurry I’m impressed… [removed name] was extremely helpful, patient and calm. Unfortunately he was not able to assist entirely however he was able to direct my call to the appropriate person whom was able to assist. I was extremely disappointed at first in the process regarding discontinued phones but in the end there was a resolution that has kept me a very satisfied customer… The last Telus loyalty representative who helped me was fantastic, he took the time to listen to my issues and gave me options on what we could do to fix these issues regarding a stolen phone. He was fantastic, and I greatly appreciate all his help… Was very happy with her, always sounded in control. Had the calmest manor I have dealt with in a long time…

10. Alright! How?

11. TELUS Proprietary11 Keep It Simple… PROBING QUESTIONS Open Ended (5 W’s and H) Get specific (Detail is King) VALIDATING QUESTIONS Closed Ended (Yes or No answers) To the point. DIRECTING QUESTIONS Open/Close Ended Control the interaction

12. TELUS Proprietary12 Sound It Out! PROBING QUESTIONS Starts with - What, when, where, why, which, and How VALIDATING QUESTIONS Starts with anything except listed under probing DIRECTING QUESTIONS Acknowledge the customer Ask a follow up question

13. TELUS Proprietary13 Practice makes Perfect Group up! One agent plays as agent One plays as customer Practice Customer sets the issue. Agent can Only Use Questions to continue conversation Challenge Coach plays as customer Agent must achieve 10 questions while moving conversation forward to earn points. Agent cannot repeat question.