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*The first step in solving a problem is diagnosing it. Sometimes customers aren’t able to clearly explain their issue and that’s normal.
*First gather information by asking questions, responding with short re-statements, and collecting internal information.
*Then, look for patterns. If you’ve seen this problem before then your team can probably diagnose the problem easily.
*If this is a new issue ask the customer to wait, exchange your experience with your colleagues, and decide what’s next.
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