Getting to the Root Cause Pillar

"What error message did you receive? Knowing the exact words can help us identify the right solution faster."

"Did anything change in your setup or environment recently that might have triggered this issue?"

"Can you walk me through the process you followed? It helps to understand your approach so we can identify where things might be going wrong."

"Thank you for letting us know about this issue. I'll ensure it's logged in our system."

"Have you experienced this issue before, or is this the first occurrence? Your response could lead us to the cause."

"Could you please provide the model number or software version you are using? This information is essential for troubleshooting."

"I understand this must be frustrating for you. We appreciate your patience as we look into it."

"Can you describe what you were doing when the problem occurred? This will help us pinpoint the issue more accurately."

"Your feedback is important to us and has been recorded for review by our quality assurance team."

"Have you checked if the issue persists when you use a different device or component? This test can help isolate the problem."

"Can you tell me more about the conditions under which the issue arises? Details like these are crucial."

"Are there specific times when the problem occurs, or is it random? Patterns can offer clues to the root cause."

"I will report this to our technical team and someone will get back to you as soon as possible."

"What steps have you already taken to try to resolve the issue? This will help us avoid repeating actions and save time."

"Please bear with us while we determine the best person to handle your particular issue."