TROUBLESHOOTING: SDL
Presentation
•
Other
•
Professional Development
•
Medium
Dianne Gray
Used 7+ times
FREE Resource
7 Slides • 10 Questions
1
SITUATION, DURATION, LOCATION
GUIDE TO BASIC TROUBLESHOOTING
2
Open Ended
Why do we need to ask the RIGHT questions?
3
Pro Tip!
One way to confirm if you are on the right path is to re-state the issue for the customer to confirm!
4
Multiple Select
What is the first step for troubleshooting process?
Acknowledge effort and ask questions
Check Account, Device, Network
5
Open Ended
Why do you think it's important to acknowledge the customer's effort when they first call in about an issue?
6
Open Ended
Why is it important to NOT ASSUME what the issue is?
7
SITUATION
Get the complete picture of what the customer is seeing on their end
Understanding what the customer is seeing and hearing will help us narrow down the root cause of what exactly is causing the issue they are experiencing
8
Multiple Select
What are some questions you can ask to fully understand the SITUATION?
What shows on the device screen when you have the problem?
Do you get any error messages?
How often does this happen?
Are other devices having the same issue?
9
DURATION
Learn when the issue started and if it is repeatable
Duration helps connect the problem with other evens like upgrades, app downloads, or known issues
10
Multiple Select
What are some questions you can ask to fully understand DURATION?
Can you repeat the same steps and always get the same problem?
Is this happening on a specific area?
Do you get any error message?
When did you first notice it?
11
LOCATION
Learn where the issue happened
Where the issue happened helps you understand if this may be related to coverage or known outages around the area
12
Multiple Select
What are some questions you can ask to fully understand the LOCATION?
Where do you experience these issues? Home, work, school, everywhere?
How often does this happen?
Do you see 3G, 4G, LTE, 5G or any other frequency on your Screen?
What are the devices having this issue?
13
What are the questions we need to ask?
Specifically on Situation, Duration, and Location
14
Open Ended
SITUATION
Customer: My data is really slow!
15
Open Ended
DURATION:
Customer: My calls are dropping, and this never happened before.
16
Open Ended
LOCATION:
Customer: I don't have any signal, is there an outage?
17
What's in it for you?
Deepen customer relationships, gaining trust from your customer, and reduce customer effort will improve overall performance results. Helps to fulfill our goal of being #1 in our customer hearts, #1 in customer choice!
SITUATION, DURATION, LOCATION
GUIDE TO BASIC TROUBLESHOOTING
Show answer
Auto Play
Slide 1 / 17
SLIDE
Similar Resources on Wayground
11 questions
Chapter 7: Assessment and Reporting
Presentation
•
Professional Development
15 questions
Real Estate
Presentation
•
Professional Development
13 questions
CULTURAL IDENTITY OF MEXICO
Presentation
•
KG - Professional Dev...
11 questions
Run, Remy, Run!
Presentation
•
KG
12 questions
4 - Cycle de vie des données
Presentation
•
Professional Development
11 questions
How to create a lesson
Presentation
•
Professional Development
13 questions
Grade 8th-2.pdf
Presentation
•
KG
11 questions
Y5 RAH Meeting 12 Jan 2024
Presentation
•
Professional Development
Popular Resources on Wayground
24 questions
PBIS-HGMS Day 10
Quiz
•
6th - 8th Grade
10 questions
HCS SCI 03 Summer School Review 3
Quiz
•
3rd Grade
11 questions
Home Scope
Quiz
•
7th - 8th Grade
15 questions
HCS SCI 05 Summer School Assessment 3 Review
Quiz
•
5th Grade
35 questions
Lufkin Road Middle School Student Handbook & Policies Assessment
Quiz
•
7th Grade
18 questions
Geo 11.3 Area of Circles and Sectors
Quiz
•
9th - 11th Grade