- Help customers feel appreciated and heard
- Support client-facing employees in identifying and dealing with unforeseen customer service issues and difficult customers
- Motivate the sales team to hit their targets through better client interactions
- Identify unacceptable performance and advance ways of improving the client experience
- Feelings-based questions such as, “How do you feel about the company’s work ethics based on your experience with us?”
- Business-related questions such as, “Were your results delivered as promised?”
- Communication skills questions such as, “Did the person you were dealing with ask you questions, and know when to listen to your concerns?”