When the customer has answered that initial question and you have acknowledged their response, the next appropriate follow-up question is, “And what else?”
Source: Vet Advantage, December 2022. Link.
By asking “what else” you are demonstrating that you really do care, and the customer is more likely to reveal the real issue.
INSIGHT: ALWAYS acknowledge the customer’s response before asking the next question. This is especially important with first impressions and requires self-awareness to avoid invalidating the customer <Link>.