Simulation Transcript

Interact with the customer

1. Take a moment to review Jovi’s response to your question in the chat. When you’re ready, select
the next best question you should ask Jovi from options A, B, or C.

Chat:
You
Have you restarted your router, and does that help?
Jovi
When I restart the router, some devices connect to the internet and some don’t. It’s not always
the same devices that connect.
You

A “Which devices don’t connect?”

B “Is it always the same number of devices that connect?”
C “Do you think the problem is with your internet connection?”

Feedback A: This isn’t the best question. Since Jovi told you that the connectivity varies, there
isn’t a single answer to this question. It will not give you useful information. Try again. Select B
or C.

Feedback B: This is the best question. It tells you something useful: The router is always able to
connect the same (or a different) number of devices. Your troubleshooting of the network will
depend on the answer. Select the Next arrow to continue.

Feedback C: This isn’t the best question. Jovi contacted support to solve his problem. You
shouldn’t ask him to troubleshoot the cause. Try again. Select A or B.

2. Information you are working with

You have confirmed with Jovi that the same number of devices always connect, but it isn't
always for the same devices.

Your understanding at this point is that the problem is with Jovi's internet connection. Because
Jovi urgently needs to print a document, you focus on his printer.

Select X to close this window and continue.

Take a moment to review Jovi’s response to your latest question in the chat. When you’re ready,
select the next best question you should ask Jovi from options A, B, or C.

Chat:
You
Is the printer connected to the internet?
 Jovi
The printer is internet enabled. It’s really frustrating because sometimes I don’t even want to
use the internet with this device. I’d just like to be able to use my network printer, which doesn’t
need the internet.
You

A “Do your devices make a wifi connection to the router?”

B “Don’t get frustrated. We’ll work this out, right?”
C “When was the last time you were able to use the printer?”

Feedback A: This is a good question. It’s the answer that will tell you whether the issue is with
the connection to the internet or with a connection to the router. Select the Next arrow to
continue.

Feedback B: This isn’t the best response. While it’s important to be empathetic, you won’t fix
the issue by telling a customer how they should feel. Focusing on the problem and getting it
solved is always primary. Try again. Select A or C.

Feedback C: This isn’t the best question. While it might provide you with some relevant data,
Jovi told you he can’t connect to the printer now. You should focus on why he can’t connect now
rather than the past. Try again. Select A or B.

3. Information you are working with

Jovi has told you the devices that aren’t connected (including his printer) aren’t on the network
at all.

This helps you update your developing theory. You now realize the issue isn’t just a bad internet
connection, but that the devices aren’t connecting to the router.

Select X to close this window and continue.

Take a moment to review Jovi’s response to your latest question in the chat. When you’re ready,
select the next best question you should ask Jovi from options A, B, or C.

Chat:
You
Have you assigned static IP addresses to your devices?
Jovi
I haven't assigned anything to any of my devices.
You

A “Do you think assigning static IP addresses would be useful?”

B “Do you know the IP address of your laptop?”
C “Do all of your devices get an IP address from the router?”
 Feedback A: This isn’t a good question. Asking the customer for their opinion doesn’t help solve
the problem and can erode trust. They expect you to have working knowledge to solve the
problem. Try again. Select B or C.

Feedback B: This isn’t the best question. It might help you determine some information about
the customer’s knowledge, but Jovi is informing you that there are no assigned IP addresses.
You need to learn more about how devices are getting an IP address. Try again. Select A or C.

Feedback C: This is a good question. If Jovi can determine whether or not every device is getting
an IP address, that will provide useful information about the router configuration. Select the
Next arrow to continue.

4. Information you are working with

Jovi tells you that his old router did give out IP addresses and he assumes his new one does the
same. He doesn’t know how to check the router to verify this.

You’re starting to form the theory that there is some issue with the settings on his router, and
you suspect the dynamic host configuration protocol (DHCP) settings.

But before you can ask another follow-up question, Jovi volunteers an additional piece of
information.

Select X to close this window and continue.

Take a moment to review the last piece of information that Jovi provided in the chat. When
you’re ready, select the next best question you should ask Jovi from options A, B, or C.

Chat:
Jovi
My kids told me that when I leave the house with my mobile phone, the digital assistant device
in the living room sometimes announces that it’s back on the network.
You

A “If you turn off wireless on your phone while at home, do other devices connect?”
B “Your digital assistant device probably isn’t related to this problem, right?”
C “Do you believe your phone might have something to do with your issue?”

Feedback A: This is a good question. Rather than focusing on the digital assistant, you are
focusing on finding out if the network problem has to do with the number of devices that are
trying to connect. Select the Next arrow to continue.

Feedback B: This is not the best response. Before you have a theory, it isn’t a good practice to
dismiss any possibilities. Because the customer offered this information, it’s important not to be
dismissive of the customer’s suggestion. Try again. Select A or C.
 Feedback C: This is not the best question. This question is asking the customer to provide
information about the issue’s cause. You want to ask questions that provide information that will
lead you to find the cause. Try again. Select A or B.

You successfully discussed the problem with the customer. You started getting a few ideas for your
theory about the cause. Because Jovi says that some other devices connect when he turns off wireless
on his phone, you have more evidence for the theory that you are forming. You’re starting to get the
point of view that the router is not able to assign enough IP addresses for all the devices in Jovi’s home.
Nice job!