Final answer:
The first question to ask a caller experiencing an error message when creating a shipment is to inquire about the exact error message they are receiving. Additional questions can be asked about device restarting and internet connectivity to diagnose potential issues.
Step-by-step explanation:
If a caller is getting an error message when creating a shipment, the first thing you would ask is: What is the exact error message you are receiving? This information is crucial in identifying the specific issue and finding a solution. Other possible questions to ask include: Have you tried restarting your device? to rule out any temporary glitches, and Are you connected to the internet? as a lack of internet connectivity can often cause errors when using online services.