How can you help a customer with network connectivity issues?

Listening to the customer as they explain the issue and paying attention to every single detail is the key. You can then post further queries to understand when was the last time everything worked as expected, when the issue started and if any changes were made in the customer network before the issue started.

In my experience, I've worked with customers who often have no idea where the issue might be, this is why it is important we ask proper questions to get more detail from customer. Like, - What's the source, destination of the connection and what's in middle? - Is that a new setup of existing and working ? configuration? - If worked before, try to find out if it's randomly happens or can issue be reproduced at will. -If issue is random with no pattern, a network trace could be a good option to capture the network traffic that might include packet lost which could help find the isssue and address. -Once issue is identified. Explain the action plan with with documented instructions in a natural/ clear language to set the right expection.

Typically what i tend to do is ask some basic non technical questions such as when did the problem start? what does the end user experience?has this problem happened before ?and what steps were taken to address them. Is the problem isolated to one user or network wide or enterprise wide? Then get to understand how the network is architected, the devices used,the traffic flow, if anything has changed on the network such as an upgrade or a configuration change or ISP change request. I also ask if the environment has any monitoring tools and if those tools show any evidence of connectivity failures or alerts. This helps build a clear picture of the issue at hand then the next steps are to get into the weeds and figure out the root cause

Check the Basics: One fundamental step I recommend is verifying the physical network connections. It's surprising how often issues are resolved by ensuring cables are securely plugged in or Wi-Fi is connected. I walk customers through checking network settings and passwords, which often uncovers simple fixes.

Éste paso es muy importante tenerlo claro. En mis años de experiencia, me he cruzado con fallas de conectividad en equipos de secretarias, por lo que la atención remota debe ser lo más sencillo y claro, ya que el primer contacto va a ser con una persona totalmente ajena a este asunto. Tener paciencia y darle seguridad de que su problema será resuelto, bien sea de manera remota o al hacer presencia en el sitio.

Rightly mentioned - the Basics... Can be as basic as when was the last time it was working? Any changes that you have made? Cabling, Power, and right to access?

Diagnose the problem by performing tests on the device and network. Guide the customer through actions like restarting the device or resetting network configurations; most issues are resolved during the restart; let them know to save any work before performing diagnostic or restarting the system. Keep them informed about the process and results, seeking their input and verification.

Troubleshoot the Issue: Troubleshooting is a mix of inquiry and action. I guide customers through restarting devices and network equipment, which can clear up many issues caused by simple glitches. Running diagnostic tests can provide insight into more complex problems, leading to more targeted solutions.

If applicable, ask the customer to check physical connections. Ensure cables are securely plugged in, and there are no visible issues with routers, modems, or other networking hardware. Also, perform a hard reset on the system. Often than not the system may just want to be restarted and that can resolve the issue.

Guide the customer through device and network settings adjustments and keep them updated on the process and outcomes, encouraging their feedback and confirmation. A step-by-step troubleshooting process should be followed to avoid unnecessary restarts. Also, inform about why the issue occurred, guide him in the reason and avoid such practice to overcome the same problem in the future. Also, thank the customer for their patience during the troubleshooting, especially thanking the customer who closed their work during the restart.

Once you have resolved the issue, verify that the customer understands the results. For example, if you are responsible for hardware that has failed, explain what is next. Follow up with information to make sure that the customer understands what is necessary to avoid the issue again.

Resolve the Issue: After identifying the root cause, applying the fix is just part of the process. I ensure customers understand the solution and how to avoid future issues. Confirming their satisfaction is vital, as it turns a technical fix into a positive customer service experience.

Create a detailed record of the network issue and its resolution per the established organizational protocols and policies. Formulate a comprehensive Knowledge Base Article (KB) outlining the problem and providing a step-by-step solution. In cases where the issue is recurring across multiple devices, consider including a patch script alongside the KB article for efficient and consistent problem resolution. This documentation allows for future reference, enabling quicker solutions and fostering self-service among users encountering similar network problems.

Document the Issue: Documentation is crucial. Not only does it provide a record for any follow-up work, but it also helps build a knowledge base that can prevent or quickly resolve future occurrences of the same issue.

This is the way you avoid re-inventing the wheel. Understand the user, based on their previous interactions. Help the next caller as they didn't answer the last call, but for the customer, he did explain already.

After resolving the issue, following up with the customer is crucial. Contact them to confirm if the resolution effectively addressed the problem and inquire if they encounter any further concerns or complications. This step ensures customer satisfaction and provides an opportunity to promptly address any residual issues, further strengthening customer service and support and increasing the organisation's incredibility.

Follow up with the Customer: I always circle back with customers to ensure their problem stays fixed. This follow-up is a chance to catch lingering issues and reinforce the customer's confidence in our support.

Beaucoup trop convenu. S'assurer que le client soit pleinement en capacité de reproduire la résolution est par contre prioritaire. Non seulement pour le client mais pour le professionnel également qui gagne du temps pour comprendre, résoudre et former d'autres clients. Demander si le service est bon juste après l'avoir rendu est cognitivement biaisé et peut être factuellement erroné si quelques heures/jours plus tard cela 'plante' à nouveau

I also found this very helpful during my time as a technical support representative, I would do a quick probe of the customer's knowledge about their problem. This helped in building that rapport and gave me a path to where I need to start in my assessment of the issue. Every customer that you speak with is not technical and you don't want to talk over their heads so it is critical that you start with a quick assessment with a few probing questions that can help you get to the bottom of the issue quickly without causing frustration to the customer.

What most people forget is to do regular follow-ups after issue resolution. This helps in ensuring that the client knows we are present for them always and for the company we get feedback on system stability

Here’s What Else to Consider: Beyond these steps, I've found that staying updated on the latest network technologies and common issues can preemptively equip the support team with solutions, significantly improving response times and customer satisfaction.