A user calls you complaining of an issue with his computer. How would you gather more information to get to the bottom of the problem?
A)Ask open-ended questions that allow the customer to describe the issue in their own words.
B)Ask close-ended questions that limit responses to ones that will be most useful to you.
C)Ask leading questions to assist the customer in describing their issue.
D)Provide situations and examples to give the customer a starting point.

Question

Quizplus · Accepted Answer

Ask open-ended questions that allow the customer to describe their issue in their own words when a customer calls you complaining of an issue with his computer.
Key Takeaway: Many technicians try taking shortcuts, jumping to conclusions and assuming they understand an issue when in fact they're only getting part of the story. Without realizing it, technicians ask leading questions or suggest plausible explanations to the customer, without fully understanding the problem. In order to avoid this, ask open-ended questions that allow the customer to describe and expound on the issue in their own words. Ask further open-ended questions to determine the exactly what's going on, and best prepare yourself for solving the issue.

A User Calls You Complaining of an Issue with His