Imagine the following scenario: You are an IT support specialist, and a user brings their computer to be repaired. You have the following conversation:

User: Hi$!$ I have a problem with my laptop. It is totally broken. I think I need a new one.

You: Hi$!$ What is the problem?

User: The laptop does not turn on$.$

You: Sorry to hear that; let me try. You are right, it is not turning on$.$

What should be your next step:

Agree with the user and replace the laptop.

Ask more questions, and try to identify the root cause of the problem.

Replace the laptop's battery.

Tell the user to leave the laptop and wait for your call.

Great customer service requires.

understanding the problem and making the right choices.

exhibiting empathy, being mindful of your tone, acknowledging the person you're talking to$,$ and developing trust with the user.

being fast, proactive, and humble.

asking questions and solving the problem.