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Questions uncover Intent vs Commitment; the purpose is to focus on communication and gather data.
As someone who is the Customer Service Field, if you truly wish to understand people, you must be able to distinguish between what is being said vs. what is not being said – we should be constantly striving for clarity and not accept vagueness. Having good skills in this area will help you minimize the risk you will say something you might later regret.
Even though questioning is a big part of Customer Service, unless you can reflectively listen, synthesize what is being said and accurately summarize what has transpired, you will potentially miss the real issue(s).