A customer is requesting help with a technical issue. Which of the following techniques should the technician use to properly evaluate and correct the customer concern?

While videoconferencing can be useful, it is not always the initial or most appropriate step, and requesting the use of a personal phone for business support can be unprofessional.

Asking only yes or no questions severely limits the amount of information a customer can provide, potentially leading to an incomplete understanding of the problem and incorrect diagnoses.

Open-ended questions encourage the customer to provide detailed descriptions of the problem, including symptoms, recent changes, and perceived causes, which helps the technician gather all necessary information to diagnose and troubleshoot effectively. This approach allows the technician to gain a deeper understanding of the issue from the customer's perspective and avoid making assumptions.

Asking for a customer's password is a severe security breach and an unprofessional practice that a technician should never do.