What are some questions you would ask the user to help you to difine his problem?

I would like asking questions like

1.When its not working ?

2.Did you modify anything yourself ?

3.Do you facing the issue before?

 

 

I would first determine whether his problem is hardware or software. From then we can continue on figuring how we can solve the problem or irregularities he is experiencing.

thanks for invite  - I agree with  Anand Justin 

Thanks for the invite .......

Questions that I ask depends on customer, as some customer who already are tech savy answers most of the question even before its asked while some who barely understand technology and does not know what he/she is talking about, there are different question to clear our understanding that we need to ask .

However, some of the questions are:-

1) Have you faced a similar situation before ( if yes than user start speaking about it and we get lot of insight on the issue ).

2) could you be more precise as to what is the problem that you are facing and also let me know the error messages that you are getting as a pop up on the screen. 

3) Since how long are you facing the same issue .

4) have you made any changes to the physical setup of the device after which you started facing the issue .

5) Make and model number of the device.

 

and so on and so forth till we get all that we require to move forward to troubleshooting.

 

 

I agree with all answers given by experts

Hello, I would prefer the japanese approach of the five whys, its a breakdown of why questions till you reach the root cause of the problem or the precise problem identification.

1. when its happen.

2. what action/thing you doing before its happen.

3.. what functionalities is been affected.

4. what you did after its happen.

 

Ask - What brings you here?

1. what is the problem ?
2. when it start ?
3. what is the last change you made?
4. did you ever face this issue before or this is first time ?
5. did you find any abnormal behavior to it ? 
6. did any others  faces the same issue ?
7. can you show me the instant again 

to define the customers problem,  you need to use clarifying questions, these questions should start with what, where, when, who, why, how etc..etc..sometimes there are problems or issues that is very difficult or complicated to pin point, in this scenarios you need to start using probing questions, these type of questions are used to draw more information that you weren't able to attain in the clarifying stage and also by doing this,  you ensures the customer that you accurately understand his/her problem and already have a pin point idea what problem he/she is facing. Once everything is set and served you start asking leading questions, these are closing question to simply refresh the customer that this is the problem He/She is facing and the solution for the matter were He/She completely understand, validates (the fix option He/She chooses)  and acknowledge it. After all this you must conclude and provide the customer the prefect solution to his/her problem. 

 

 

 

 

 

Thanks for the question.

 

This really depends on the account and for sure, a sample interaction is being provided during training. I'm just gonna share some questions I ask whenever I get technical issue. See below:

- What time are you trying to access the site? (there's a cutoff or there's a specific window that the site can be accessed)

- What browser are you using? (better to use a desktop)

- What is the error message/code? (to provide basic troubleshooting)

- What website are you on? (walk the guest through)