Final answer:
The customer service associate should first identify the exact issue with the laptop by obtaining a detailed description or demonstration of the non-working feature from the customer.
Step-by-step explanation:
When a customer returns a laptop computer because a feature is not working, the customer service associate should first identify the exact issue by asking the customer to demonstrate the problem or describe it in detail. By understanding the specific feature that isn't working, the associate can then troubleshoot the issue appropriately. It's important to be patient and attentive during this process to ensure that the customer feels heard and that accurate information is obtained for resolving the problem.
The customer service associate should first listen to the customer's explanation of the issue and ask clarifying questions to gather more information. This will help the associate understand the specific feature that is not working and the nature of the problem. Once the associate has a clear understanding, they can troubleshoot the issue by checking the settings, testing the feature, or referring to the product manual or technical support.