You are flying a plane from New York (JFK) to Los Angeles (LAX).  In New York 120 people board the plane.  In Chicago (ORD) 45 people get off the plane and 38 new passengers get on.  Plane stops again in Phoenix (PHX) 47 people get off and 36 get on.  Plane lands in LAX. 


How old is the pilot?


What did you think I was going to ask? 


Customer Service is about listening to the customer, answering their questions and solving their problems.  In this example, you probably already decided what the question was long before I asked it.  If you don't really know what the customer wants, it's likely you will answer the wrong question.  Slow down and listen. 


And if you still don't know how old the pilot is, email me and I'll help you :-)