Question

Assume that a customer returns an article of clothing or a household item for a refund or credit. Develop six queries a CSR might use in this situation that make use of each type of question: Open, Probing, Closed, Alternative Choice, Leading, and Direct.

Answer 1

It is very important that our CSR should have questioning skills, which can help the company to understand the customer's real needs and determining the reason for return. Effective questioning is a powerful and learned skill to enable us to respond to the queries raised by the customers.

customer service representatives should ask the following questions to the customer.

CSR should greet the customer humbly and ask if the product was delivered on the expected date/in time. Then continue coversations with customers to gather more information about the feelings, concern and other related issues with the product. since the questions are without fixed limit. We can include with "please explain more about", "Tell me more"etc are questions can be of open-ended.
  
If the product was packed well/sealed and the product was delivered them is in good shape/condition are closed-end questions which needed specific information and limit to customers answer, this can not lead to conversation,

If the product was delivered to them was correct/same as per ordered and the quality of the product is good or not, along with whether the product has been used or not. This will help us to understand the issue and use of these probing questions helps.

If they still have the packing, tags and bill/receipt of the product and the customer would like to re-order the same product with a different size/color or of a different brand? Such of question will let us know the alternative choice and can direct them and keep them intact as our customer.

If the customer would like to get a refund directly to the bank/card used at the time of payment or a credit on the
platform using which they can buy another product later.Last step, to schedule the pick-up time and date of the product if it's unused with all the tags/bills/receipts

The customer should be given a time frame for processing the refund/credit like within 5-7 working days once the
product is picked up from their place. This will help us to direct the customer for getting the refunds etc.