But without examples, how do you identify the root cause and work towards the resolution of a problem? 

With IT systems, most incidents will be dealt with proactively anyway, and in the majority of cases resolved without a customer even realising there's been an outage. But unfortunately there's from time to time, with sporadic or wide spread, that can't be resolved.

Problem resolution has to start somewhere, and that has to be ensuring that customers log faults with customer services. It's not to be awkward, but without collating data of various incidents, it is very difficult to pin point what the root cause of the problem is.

I do agree that customer services need to be a bit more proactive when someone reports a technology problem. I reported an issue with the app a few weeks ago, and they were going to pass this on to the apps team, without taking a single detail from me. Like others have said, that doesn't fill me with a lot of confidence. Perhaps they should be asking for details depending what the issue reported is? The MAC address of your phone's wireless NIC would be a good start for WiFi issues, or the Make/Model/software version of your handset for app issues.