Final answer:
To solve a customer's problem, it's important to gather details about who they are, the nature of their problem, and when it occurred. A root cause analysis might also be needed to identify underlying issues.
Step-by-step explanation:
Before solving a customer's problem, it is necessary to gather comprehensive information about their issue. This involves knowing who the customer is to provide personalized service, understanding the nature of their situation to get an insight into the problem, and knowing when the problem occurred, which can help in tracing back the cause and understanding the urgency of the issue. These steps are part of effective problem-solving techniques where one identifies the 'given' information and pinpoints what needs to be 'found' to provide a solution.
Conducting a root cause analysis can ascertain the real problem beyond the symptoms reported by the customer. This involves gathering information from customers and other stakeholders, seeking out expert information, and considering other sources such as books or documented procedures relevant to the situation. In summary, collecting this information is crucial to accurately define and solve the customer's problem.