After the customer outlines a problem, what should the technician do next?

Restating the problem to ensure clarity is a critical step in the troubleshooting process. By summarizing what the customer has explained, the technician not only confirms their understanding but also provides the customer an opportunity to clarify any details or correct any misunderstandings. This ensures both parties are aligned on what the issue is before moving forward.

Additionally, this practice is essential for building rapport and trust with the customer, as it shows that the technician is actively listening and values their input. Once the problem is clearly stated and understood, the technician can then proceed with appropriate troubleshooting steps, making this initial clarification vital for an effective resolution.