Once a technician understands a customer complaint, it is common to ask closed-ended questions. Which question is a close-ended one?
- What happened before the error occurred?
- Is this the first time the error occurred?
- What happened after the error occurred?
- What error messages were displayed when the error occurred?
During the troubleshooting, when the technician listens and understands the computer problems from the customer, some more questions may need to be asked to gather further information. These follow up questions should be targeted and closed-ended questions based on the information that have been provided by the customer. The closed-ended questions should be focused on specific aspects and the customer should be able to answer such questions with a simple “yes” or “no” or with a factual response.