The moment customer raises any issue or an incident request, do not limit the issue to its description. Talk to the customer and get more information as possible about that, find out what exactly is happening and why, and from when is this happening, get more information from the company’s knowledge base as well and add everything to the issue for the best and quick resolution. Attacking the problem without knowing what it is will simply waste our time. Quickly diving into the solution by just going with the description may help for frequently occurring issues for the same customer but not always as all the customers need not be a good narrator of the problems in the description itself. Hence it is always better to ask the customers, the complete information and then act on it.
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