 <h1>Congratulations! 🎉 </h1>
    <p style="color:#637381;">All done! You’ve completed another milestone.</p>

To continue, enter your details to log in.

We’ve sent a 6‑digit code to #MAIL_ADDRESS#\nPlease check your inbox or spam folder and enter the code below to continue.

Verification code sent

Thank you for the payment. You can now access {collectionName} by simply clicking the button below.

Yes, you’ve successfully ordered! 🎉

Unlock This Exclusive Course

It seems that your email address is not currently on the authorized access list. Please ensure you are using the email address that was invited, or contact the content owner for assistance.

Verification Required for Access

Start here

Unit 5: Questions and checking

Open and closed questions

Read this before the quizzes

Open and closed: which, and when

Worked call 1: a vague start

Which question first

Spot the open question

When closed fits

Closed with options

Answers and why: Open and closed questions

Probing without interrogating

One question at a time

When the caller gives you very little

Worked call 2: three questions, one problem

One at a time

A probe

The three-question rule

A caller who does not know

Answers and why: Probing without interrogating

Saying it back in your own words

Paraphrase and summary

Worked call 3: a long story in one line

What a paraphrase is

Opening a paraphrase

Keep the not

The risk

Answers and why: Saying it back

Checking understanding

Have I got that right, or does that make sense?

When the caller says no

Your check

Their check

A flat okay

After a correction

Answers and why: Checking understanding

Fair questions and acting

Plain, fair questions

Confirm before you act

Worked call 4: cancel it

Leading

Plain words

Before acting

Say what you will do

Answers and why: Fair questions and acting

A vague call, stage by stage

The call at a glance

Stage 1: the open question

Stage 2: the probe

Stage 3: narrow it down

Stage 4: say it back

Stage 5: confirm before acting

Stage 6: the next step and close

Words to carry

Fifty phrases for questions and checking

Take charge

Take charge: ask, say it back, then act

Your mission this week

Many callers begin with a sentence that tells you almost nothing: 'It's not working', 'I want to complain', 'Cancel it'. This unit teaches you to find the real problem without interrogating anyone, and to check that you have it before you act.

Customer Service English Unit 5: Questions and checking

<div class="simple-box-wrapper"> <div class="simple-box"> <div class="column"> <h3>Description</h3> <div class="ck-horizontal-line"><hr></div> <p>I'm a paragraph. Click to start writing that will inform, inspire, or encourage your community. We know you have so many things to share with the world. Happy editing!</p> </div> </div> </div>