What type of questions should you ask to keep the lines of communication open?

Choosing questions that begin with "who," "what," "where," "when," "how," or "why" is effective for keeping communication open because these types of inquiries encourage elaborative responses. They invite the other person to share more information, thoughts, and feelings, which can lead to a deeper understanding of their needs and concerns. By using open-ended questions, the conversation remains fluid and allows for additional dialogue, as opposed to closing off further discussion.

Furthermore, these questions demonstrate an interest in the customer's experience or problem, fostering a more engaging and interactive atmosphere. This approach not only helps in building rapport but also ensures that the customer feels heard and valued. In contrast, questions that are direct or structured for quick answers may limit the scope of the response, hindering a comprehensive dialogue.