Broadband vs. WiFi
What’s the difference when it comes to troubleshooting? Understanding the differences between broadband and WiFi, trusting in your tools, and setting customer expectations correctly are key to resolving issues efficiently.
Referring cases to Networks
We’re seeing a high number of overrides where cases are being:
Referred to Networks when they shouldn’t be
Referred with incomplete and/or incorrect information
What’s the impact when we get it wrong?
For our customers?
For you?
For your colleagues in Networks?
Earlier in the broadband product session, we discussed how we can support each other to develop our knowledge and skills. For those who feel confident explaining the differences between WiFi and broadband, this is your chance to share hints, tips, and what works well for you.
Group discussion
How would you explain the difference between broadband and WiFi to a customer?
If a customer says they’re getting slow speeds:
How would you determine whether it’s a broadband or WiFi issue?
What troubleshooting steps would you take?
What key questions would you ask the customer to gather the information you need?
Key resources
Don’t forget!
Promote our self-serve digital services.
WiFi and broadband issues are a great opportunity to introduce customers to Service Checker and show them how easy it is to use.
What customers expect from us
A common Service Checker outcome is ‘Manage Expectations.’ But how do we do this effectively? If we don’t clearly set expectations and outline the next steps, customers will call back — leading to frustration and unnecessary repeat contacts.
A customer called in, frustrated with slow broadband speeds. The advisor completed troubleshooting, checking the setup, and found everything working as expected. The advisor learns that the customer has 32 connected devices in their home.
Service Checker Outcome – Manage Expectations
The advisor raises a BBTTE (Broadband Technical Team Escalation) to investigate the issue further.
Group discussion
Why was this the wrong thing to do?
What could they have done differently?
What conversation would you have had with the customer?
What is the impact on the customer?
As you heard earlier, we’re seeing a high number of overrides where cases are being:
Referred to Networks when they shouldn’t be
Referred with incomplete and/or incorrect information
In this activity, we’re going to clarify the correct process for common scenarios where mistakes are often made.
What we’ll cover:
What are the next steps?
Which notes should be added to the MHR?
How should you manage the customers expectations?
Read the
scenario
Decide whether you’d refer to Networks
(yes or no)
Select your answer
Discuss the next steps and the tools and resources needed to get it right first time
Ready? Let's get started!
Use OneHelp to guide your next steps. Your key OneHelp resources are:
Optical Network Terminal
How to escalate to the Networks team
Group discussion
What are your next steps?
What notes would you put on your MHR?
What would you say to the customer to manage their expectations?
You’d take a payment and complete a ‘Master Socket Relocate’ form.
Use OneHelp to guide your next steps. Your key OneHelp resource is:
Book, reschedule or cancel a master socket relocate
Ensuring the correct process is followed.
Group discussion
What are your next steps?
What notes would you put on your MHR?
What would you say to the customer to manage their expectations?
You’d only refer to Networks if the setup checks don’t fix the issue.
Use OneHelp to guide your next steps. Your key OneHelp resource is:
Fix problems with your phone – Can't make and/or receive any calls
Follow the step-by-step troubleshooting guide.
How to escalate to the Networks team
Ensuring the correct process is followed.
Group discussion
What are your next steps?
What notes would you put on your MHR?
What would you say to the customer to manage their expectations?
We’ll get it right first time…
By having confidence and trust in our tools and following our processes, we can ensure faster resolutions and a better customer experience.
We’ll make it easy for our customers…
By having better troubleshooting conversations and setting clear expectations on next steps, we can create a smoother experience for our customers.
Next steps
Take a moment to reflect on today’s session. Think about actions we can take to get it right first time and make broadband troubleshooting easier for our customers.
Remember
This is just the beginning. Keep building on these insights and bring them into to your 1-2-1s for further discussion.