TROUBLESHOOTING: SDL

SITUATION, DURATION, LOCATION​

​GUIDE TO BASIC TROUBLESHOOTING

Open Ended

Why do we need to ask the RIGHT questions?

Pro Tip!

One way to confirm if you are on the right path is to re-state the issue for the customer to confirm!

Multiple Select

What is the first step for troubleshooting process?

• Acknowledge effort and ask questions

• Check Account, Device, Network

Open Ended

Why do you think it's important to acknowledge the customer's effort when they first call in about an issue?

Open Ended

Why is it important to NOT ASSUME what the issue is?

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

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?

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

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?

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

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?

What are the questions we need to ask?​

​Specifically on Situation, Duration, and Location

Open Ended

SITUATION

Customer: My data is really slow!

Open Ended

DURATION:

Customer: My calls are dropping, and this never happened before.

Open Ended

LOCATION:

Customer: I don't have any signal, is there an outage?

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!