TROUBLESHOOTING: SDL
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Professional Development
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Dianne Gray
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7 Slides • 10 Questions
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GUIDE TO BASIC TROUBLESHOOTING
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Open Ended
Why do we need to ask the RIGHT questions?
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One way to confirm if you are on the right path is to re-state the issue for the customer to confirm!
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Multiple Select
What is the first step for troubleshooting process?
Acknowledge effort and ask questions
Check Account, Device, Network
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Open Ended
Why do you think it's important to acknowledge the customer's effort when they first call in about an issue?
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Open Ended
Why is it important to NOT ASSUME what the issue is?
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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
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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?
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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
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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?
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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
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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?
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Specifically on Situation, Duration, and Location
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Open Ended
SITUATION
Customer: My data is really slow!
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Open Ended
DURATION:
Customer: My calls are dropping, and this never happened before.
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Open Ended
LOCATION:
Customer: I don't have any signal, is there an outage?
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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!
GUIDE TO BASIC TROUBLESHOOTING
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