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Transcript

Tech Talk

www.fixaphone.com

How to troubleshoot 101

May 2023

1. Discovery

Discovery

A good discovery can uncover the issue in a timely manner and point in the right direction for proper troubleshooting.

Customers can give us information overload. We must provide Empathy so they trust us enough to give us the info we need to help. It's up to us to (filter info) they give us to uncover the root issues and address them from there.

Discovery starts with understanding the past. You have to figure out (Who, What, When and Where). This will show you the facts.

Who: Who has the issue? 1 person or everyone?

What: What is the issue? Calls, texting, data, etc?

When: When did it start? Certain time, apps, frequency, etc?

Where: At home? At work? Family/friends house?

Specify details of issues

(filter info)

Filter info

Sometimes customers come in "hot" either angry, sad, confused or sometimes calm.

Regardless of their temperment, We must filter what they tell us and organize it by importance.

I.E "Im mad, my bill is higher than I expected, my phone doesnt work and I just lost my watch"

Express empathy with their concerns and address/review the bill issues first. Check if they have insurance to cover the lost watch and send smartlink for asurion claim, then discover more about phone.

This shows the customer you are a professional and they will trust you and be more willing to cooperate and answer future questions.

Who, What, When and Where

Who, What,When & Where

Its easy to get confused by the customer when they are giving you lots of information.so take control of the call by breaking down the issue into 4 W's.

Figure out WHO is having the issue and try and speak with them directly to get accurate details.

Uncover WHAT is happening. Are calls dropping, can texts send out, is it data related. This helps narrow down the upcoming TRG steps.

WHEN does the issue occur? When a specific app opens? When a certain person calls or texts? This will help to test the issue after TRG has been done to confirm if issue is resolved.

WHERE does it happen? Only at home? at work? at a friends home? This can tell us a lot about the issue and how to address it.

2. Open/Closed ?'s

Open/closed ended questions

A good discovery is made up of open and closed questions.

Open ended questions help you gather more detailed information. Closed ended help you confim with simple yes/no answers.

Open Ended Questions

*Allows free form answers

*Questions include words like (what how, where, when etc)

*Can be used to collect qualitative data

*Customers will have to elaborate to answer

ex. Can you tell me when this happens?

Closed Ended Questions

*Limited answer options (Yes or No)

*Can be used to collect quantitave data

*Customers answers are quick and to the point

when to used Open vs. Closed ?'s

Open Vs Closed ?'s

I find it easier to start with Open ended questions when you are just starting. Getting more detailed answers up front can help you to narrow down the issue and pin point where to look when it comes to A.N.D.E

I use Closed ended questions to gain confirmation on what I've uncovered like if a customer says only their phone has signal issues. I may verify by asking "Does any other line on the account or in the neighborhood have the same issue?"

3. A.N.D.E

Determine if the root issue is an Account, Network, Device or Education issue. then troubleshoot accordingly.

A.N.D.E

After thorough discovery has been done then you can focus on troubleshooting based on if the issue is rooted in the Account, Network, Device or Equiptment

Account. If the issue is something like the customer unable to login to My Verizon App we should check their Account and verify if they have a My Verizon login.

Network related issues could be related to signal/service issues like calls, texts and/or data. It can be one specific area or have a broad range like one city to the next.

Device issues can be related to the performance of the device compared to other devices on the same account. Like if one phone can't send texts but the others can and they are in the same room.

Education can be something as simple as letting customer know that based on their plan their MHS will only give a certain amount of data at high speed before it slows down.

Understanding the A.N.D.E model can help prevent unnecessary transfers and also prevent repeat calls and create 1st call resolution.

4. Tools/Resources

Use tools and resources to resolve issue. This will prevent un necessary transfers.

If unable to resolve issue document account for next rep to see steps taken and then warm transfer to tech support.

Tools & Resources

You are Tier 1 Tech support. You have tools and resources that if used properly can help resolve tech issues

Tools

Tools

MTAS can help refresh a customers connectio to the netwokr depending on which task you add/correct. This can help resolve issues related to inability to make/get calls, texts or use data.

MARS helps you to see detailed information related to usage, such as how much data was using on a sigle day or over time. to confirm if cust is indeed having issues or not.

TRG is always the first tool i use no matter what. As soon as I pinpoint the customers concern by using A.N.D.E I make sure i find the correct TRG to help me have a foundation on how the call will flow

ACSS. it sounds cliche, but ACSS has a wealth of knowledge that can help. such as the #MIN/DATA tab. The usage tab, Plan and feature history. these are tools that can help identify an issue or answer a question

Resources

Last resort is to transfer.

If you have asked discovery questions, open and closed ended questions. determined which one of the A.N.D.E the issue falls under and used all your tools. then a transfer to tier 2 tech is the last resource. Most of the calls can be handled by tier 1. But there are some one off issues and scenarios that have to be handled by tier 2. like issun a NRB ticket. I.E. NRB Ticket and AYS Ticket.

Resources

OST: Using the Agent Assistant works best with fewer words. 1 to 2 worded searches will help give you the most OST options whcih can help you figure out an issue quickly by finding the right material.

Slack: If you dont know the answer, and cant find it in OST.. lean on your team mates. One of them may have had a similar call and has a quick resolve just a slack message away.

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