Ques­tion­ing helps you clar­ify and con­firm your under­stand­ing so you can decide what to do next to best serve your cus­tomer. If you have a num­ber of ques­tions to ask before you can pro­vide the infor­ma­tion the caller is request­ing, explain the pur­pose of your ques­tions: “I can straighten this out for you. Let me ask you just a cou­ple of ques­tions to make sure I have the cor­rect information…”