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APPROACH TOWARDS SOLVING CUSTOMER PROBLEMS

The key to resolving customer issues in BSNL's Data Networks lies in understanding their needs and challenges. Success demands a willingness to solve problems, empathy with the customer, access to necessary tools, and the ability to educate the customer throughout the process. Critical actions include thorough network diagnostics (routing, authentication, email issues), awareness of commercial aspects, and effective communication. Escalation should be carried out with detailed observations, while meticulous adherence to protocols minimizes errors, ensuring efficient service delivery and higher customer satisfaction.

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APPROACH TOWARDS SOLVING CUSTOMER PROBLEMS

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  1. APPROACH TOWARDS SOLVING CUSTOMER PROBLEMS Data Networks, BSNL, New Delhi

  2. 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……….. Data Networks, BSNL, New Delhi

  3. Routing • Ping, Extended Ping • Traceroute, Extended Traceroute • Ping local and remote WAN interfaces • Ping & traceroute to & from route-server.cerf.net/route-server.exodus.net • Check status of your own router • Check the status of all links • MRTG Graphs Data Networks, BSNL, New Delhi

  4. 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 cris-crossed • Check for name resolution Data Networks, BSNL, New Delhi

  5. 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 Data Networks, BSNL, New Delhi

  6. 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 Data Networks, BSNL, New Delhi

  7. Authentication • Check for stability of E1R2/E1PRI links • Check for exchange clock • Try at low speed • Authentication failure /Backup Authentication • Never worked/renewed/deleted? Data Networks, BSNL, New Delhi

  8. 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 user@sancharnet.in • Check for o/g and I/c mail mail server entries Data Networks, BSNL, New Delhi

  9. 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 Data Networks, BSNL, New Delhi

  10. Clarity on Commercial Aspects • Types of Services • Subscription Period • Tariff • Terms and Conditions Data Networks, BSNL, New Delhi

  11. 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 Data Networks, BSNL, New Delhi

  12. Problem Categories • Authentication • Account Creation/Deletion/Renewal • Routing • Email • Hardware Data Networks, BSNL, New Delhi

  13. 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 Data Networks, BSNL, New Delhi

  14. 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 Data Networks, BSNL, New Delhi

  15. Thank You Data Networks, BSNL, New Delhi

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