Transcript APPROACH TOWARDS SOLVING CUSTOMER PROBLEMS

APPROACH TOWARDS
SOLVING CUSTOMER
PROBLEMS
7/6/2015
Data Networks, BSNL, New Delhi
1
WHAT IS NEEDED ?







Will to solve the problem ?
Ability to put yourself in customer’s shoes
Access to a few tools
Ability to educate the customer
Escalating the problem with detailed observation,
if needed…
Knowledge of Commercial Aspects of Service
Please Do Not Make Mistakes
Problem solving is an Art………..
7/6/2015
Data Networks, BSNL, New Delhi
2
Routing







Ping, Extended Ping
Traceroute, Extended Traceroute
Ping local and remote WAN interfaces
Ping & traceroute to & from routeserver.cerf.net/route-server.exodus.net
Check status of your own router
Check the status of all links
MRTG Graphs
7/6/2015
Data Networks, BSNL, New Delhi
3
Routing

Check for link flapping
 Check the load on links (is it above 90%)
 Check if the load on links is equally
distributed
 Check if by mistake the links have got criscrossed
 Check for name resolution
7/6/2015
Data Networks, BSNL, New Delhi
4
Authentication

Check for link flapping
 Session Count
 Check for type of account
 Check for account status
 Check for Radius/LDAP reachability
 Check for CLI
 Check for dialup username/password
7/6/2015
Data Networks, BSNL, New Delhi
5
Authentication

Try with a operational account
 Check for modem status
 Use hyper-terminal to check for
connectivity in case of ISDN
 Change password
 Common Problem/Problem with few users
 Check for NAS ports
7/6/2015
Data Networks, BSNL, New Delhi
6
Authentication

Check for stability of E1R2/E1PRI links
 Check for exchange clock
 Try at low speed
 Authentication failure /Backup
Authentication
 Never worked/renewed/deleted?
7/6/2015
Data Networks, BSNL, New Delhi
7
Email

Check telnet port 25
 Check telnet port 110
 Check mail within sancharnet
 Check mail to/from outside world
 Check for proper configuration of senders
email address [email protected]
 Check for o/g and I/c mail mail server
entries
7/6/2015
Data Networks, BSNL, New Delhi
8
Email

Check against anti-spamming/relay
 Check for error message
 Identify if the problem is w.r.t. specific
sender, specific recepient, specific recepient
domain or a common problem
 Use Netscape Messenger for testing
 Refer Mail FAQ
7/6/2015
Data Networks, BSNL, New Delhi
9
Clarity on Commercial
Aspects

Types of Services
 Subscription Period
 Tariff
 Terms and Conditions
7/6/2015
Data Networks, BSNL, New Delhi
10
Data Networks Helpdesk

URL:
– http://www.dnw.bsnl.co.in

Valid Username and Password Required
 Problems not supported with observations and
complete details are “Ignored”
 Problems escalated under incorrect category are
also “Ignored”
 Problems where further information is needed and
the same is not provided are also ignored
7/6/2015
Data Networks, BSNL, New Delhi
11
Problem Categories

Authentication
 Account Creation/Deletion/Renewal
 Routing
 Email
 Hardware
7/6/2015
Data Networks, BSNL, New Delhi
12
NIB Info

http://www.dnw.bsnl.co.in
– Must be visited daily by Node Incharges and
Circle Coordinators

Message Board on CIM – Must be seen by
the Node Incharge regularly. Only method
of providing “Quick Info” to Node Incharge
7/6/2015
Data Networks, BSNL, New Delhi
13
Don’t Make Mistakes

In putting the routing
 Changing Configuration – Router, RAS etc
 Account Creation – DialupuserID, Package
 Renewal – Status, Package
 Not Reading the Instructions
 Not Following the Instructions
Saves Valuable Resources and Avoids Customer
Dissatisfaction
7/6/2015
Data Networks, BSNL, New Delhi
14
7/6/2015
Data Networks, BSNL, New Delhi
15