SSgt White worked in the customer support section of her organization. For the past several weeks, she has been getting complaints from customers because customers have been getting the wrong items delivered to them. How should SSgt Whit deal with this issue?
a. She needs to define the problem and use the process of problem identification
b. Customers have already identified the problem, so SSgt White needs to conduct an analysis of possible solutions
c. SSgt White needs to select the best solution and then develop a plan to implement the best solution
ANSWER: A – The customers have identified that something is wrong, but SSgt White needs to clearly define the problem and determine the real problem, not just a symptom.