There are a few open-ended questions that could be used when helping a customer troubleshoot a Windows problem. For example:
- What exactly is happening when you try to do X?
- What exactly is happening when you try to do X?Can you walk me through the steps you take when you experience this problem?
- What exactly is happening when you try to do X?Can you walk me through the steps you take when you experience this problem?What have you tried so far to fix the problem?
- What exactly is happening when you try to do X?Can you walk me through the steps you take when you experience this problem?What have you tried so far to fix the problem?Have you mad any changes to your system recently that might be causing this issue?
Asking these types of questions will help you to get a better understanding of the problem the customer is experiencing, and will also give you some clues as to how to best solve it.
