Least effective answer: "Oh, I already dealt with this issue before. It's really easy to fix. Just do X, Y, and Z." This answer may come across as dismissive or unhelpful to the customer, who may feel like their issue is not being taken seriously.
Most effective answer: "I'm sorry to hear that you're experiencing this issue again. I have dealt with this before and I'm confident that I can help you resolve it quickly. Can you please tell me more about what you're experiencing so that I can make sure I'm giving you the correct advice?" This answer acknowledges the customer's issue and shows empathy, while also offering to help in a confident and reassuring way. By asking the customer to provide more information, the representative can ensure that they are giving accurate advice and not assuming that the issue is exactly the same as before
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