A customer makes the following complaint. 'Yesterday I arranged for a 7:30am wakeup call but the call didn't come through until 8:30 am. Now I've missed the tour bus!'. Asking the right types of questions helps gain and clarify information and develop understanding. What type of questioning techniques are being using in these questions: open, closed reflective? Is there anything I can do to help you meet the tour bus at their first destination