APPROACH TOWARDS SOLVING CUSTOMER PROBLEMS

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