A good lawyer never asks a question for which he doesn’t already know the answer. That’s not necessarily just about being smart and being prepared. Frankly, it’s a manipulation technique used to sway juries and judges: When they get a witness on the stand, the most important thing for an attorney is to control the situation and allow just the right narrative to come through to the audience. People can object to the ethics, but the technique is age-old.
When we in the CX field speak of a similar rule, not asking questions to which we should know the answer. Likewise, it’s not about just being prepared; it’s more in speaking to respect for our Customers. Normally we are referencing surveys, and I’ll start with that, but there’s also another application of this rule I’ll mention in a minute. (more…)