When presented with a customer's problem, what is the best question to ask?

When addressing a customer's problem, asking how they would like the situation to be solved is the most effective approach. This question directly engages the customer in the problem-solving process and shows that you value their perspective and input. It empowers them by allowing them to express their desires for a resolution, which can lead to a more satisfactory outcome for both the customer and the service representative.

Understanding the customer's preferred solution not only helps in addressing their immediate concern but also fosters a sense of involvement and respect in the conversation. Additionally, when customers feel heard and understood, it can enhance their overall experience and trust in the company.

The other options do not effectively contribute to resolving the customer's issue. Asking who is at fault may shift the focus away from finding a solution and could lead to defensiveness or blame, which is unproductive in a customer service situation. Inquiring about their shopping frequency does not pertain to the resolution of their current problem and may feel irrelevant to the customer. Similarly, asking what the representative should do places the burden of the solution on the customer rather than guiding the conversation toward a collaborative resolution.