A customer is requesting help with a technical issue. Which of the following techniques should the technician use to properly evaluate and correct the customer concern?
A.
Have a videoconference using the customer’s personal phone so the customer can share the screen.
B.
Ask yes or no questions so that the answers are clear.
C.
Use open-ended questions to get additional information.
D.
Ask for the customer’s password so the issue can be resolved quickly and directly by the technician.
Generally, questions that start with “what” are good, non-biased open-ended questions. For example “What did you think of today's workshop?” or “What would you like to learn more about?” allow the respondent to answer without being influenced by the person asking the question
C. Use open-ended questions to get additional information.
When dealing with technical issues, using open-ended questions is a good technique to gather additional information and understand the customer's concern more thoroughly. Open-ended questions encourage customers to provide detailed explanations, helping the technician to diagnose the problem accurately.
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