A major part of cus­tomer ser­vice, espe­cially in a tech­ni­cal sup­port envi­ron­ment, is ask­ing ques­tions to gather infor­ma­tion about a prob­lem the cus­tomer may be hav­ing with the equip­ment or soft­ware. Ask­ing ques­tions will not only pro­vide you with clues to the prob­lem, but will allow you to assess the level of exper­tise of your cus­tomer. Ques­tions to ask are: 1. "What is the prob­lem?" 2. "When does it occur?" 3. "How often does it occur?" 4. "What else happens?"