My Support

To achieve our aim of First Call Resolution, whenever possible, we have made a number of changes over the past few years.  Please be sure you are using all of these so we can provide the best support possible to our customers.

• Utilize the MX480
• Utilize NISC User Services System
• Educate Customer on SmartHub app and/or website
• Call 519-236-4400, second level support, for additional help, answers, and support suggestions.
  • You will get Marcel, Kraig, Chris or Chad, generally in that order of availability.
  • The purpose of this is to give you more answers and assistance to achieve our aim.
  • Also during business hours we can access, modems, information for you, and we can take a quick look at DSL performance to potentially save you time troubleshooting.
  • Be sure to take advantage of this.
• Stay logged into my-support.ca and subscribe to this feed to stay on top of everything posted: http://my-support.ca/feed/
• Review the customer facing support page on our website to be sure you are familiar with all the troubleshooting steps listed there.

This is the standard call flow that we should be practicing.  It is a general concept that will allow you to keep your tickets up to date and be sure that a ticket is entered for every call.

1.   Answer the phone with “Hello thank you for calling [Company Name] support.  [name] speaking.  How can I help you today?“
2.   Listen to the customer explain their problem and find out who is calling.  Takes notes when they are speaking so you don’t have to ask them to repeat the same info they already gave you.
3.   We then acknowledge their issue they explained by re-iterating what they described as the problem so they are sure we understand.  If you determine that the issue is of higher priority, such as someone working from home who is offline, please address it so.   If you are logging a VM and determine the ticket may be higher priority use the proper ticket status indicating so.

Then say “Yes, I can see what I can do to help you with that.  Please give me a moment while I pull up your account.“

This is where you find the customer in Ivue and open a trouble ticket.  Do not start troubleshooting until this is done.   (See https://my-support.ca/ivue/ for the fastest way to open a ticket).

Be sure to use appropriate ticket statuses.   The name of the person calling in is what goes in the Reported By field, and verify the call back number (add if necessary).  Let them know you will call them back on that number if you happen to get disconnected.

Verify the customer’s service address.  Use the Service Address screen to pull up the customer by address.    All can be used if you have account number, agreement, name, etc…    Verify it is the correct address before opening the ticket.

This is also where you would verify the current email address and make sure it is in Ivue and correct.

4. This is where you will also need to verify the equipment they have for Internet is correct on their Equip tab in Ivue and check USS if necessary.

• • From there, keep track of your troubleshooting steps in your Ivue ticket.
  • Save your troubleshooting steps as comments as you complete them.
  • Notes should not be all saved in one comment for trouble tickets.
  • Include specific details such as error messages, settings checked, or tools used.
  • Use documented information or request additional documentation.
  • Add a final comment at the end of the call to give the final point/summary that doesn’t include additional comments.

If you need a moment to look something up or check things on your end, let the customer know by saying “One moment while I look into this” or “I’ll refresh the screen/device and see what it shows, just one moment please“.

Important Hold note: If you must put the customer on hold, be sure to “touch base” with them after no longer than 3 minutes max.  If you need more time, just let them know again you will be right back.  Continue to give them updates.

5. End the call on a positive note.  “Thanks again for calling us and feel free to call if you need help again in the future.“

Tips:

• use positive words
  • Instead of: “I don’t know…”
    Say: “Let me find that out for you.”
    Why: Shows you care about assisting the customer with figuring out answers.
  • Instead of: “That’s not working…”
    Say: “Let’s try a different approach.”
    Why: Let’s the customer know you care about trying other options to resolve their issue.
  • Instead of: “I don’t know what’s causing this.”
    Say: “Let’s explore this together to find the best solution for you.”
    Why: Shows collaboration and optimism without admitting uncertainty.
  • Instead of: “That’s not working.”
    Say: “It looks like we might need a different approach—let’s try this next.”
    Why: Focuses on moving forward rather than dwelling on failure.
  • Instead of: “You’re doing it wrong.”
    Say: “I think we’re close! Let’s tweak this step to get it just right.”
    Why: Encourages the customer without making them feel at fault.
  • Instead of: “This is going to take a while.”
    Say: “I want to make sure we get this fixed properly, so I’ll take a few moments to check everything thoroughly.”
    Why: Emphasizes care and quality over delay.
  • Instead of: “There’s nothing I can do about that.”
    Say: “Let me see what options we have to address this for you.”
    Why: Keeps the conversation open and solution-focused.
  • Instead of: “Your system is outdated.”
    Say: “It looks like we might benefit from a quick update to boost your system’s performance.”
    Why: Frames the issue as an opportunity for improvement.
  • Instead of: “I can’t fix this right now.”
    Say: “I’m going to get this escalated to our advanced team so we can resolve it as soon as possible.”
    Why: Shows action and reassures the customer that help is on the way.
  • Instead of: “You should have updated your software.”
    Say: “Let’s get that software updated now—it should help clear this up!”
    Why: Avoids blame and focuses on the next step.
  • Instead of: “This is a complicated issue.”
    Say: “This one’s a bit unique, but I’m confident we can sort it out together.”
    Why: Acknowledges the challenge while projecting confidence.
  • Instead of: “Hold on, I need to check something.”
    Say: “Just a quick moment while I pull up the details to make sure we’re on the right track.”
    Why: Keeps the customer informed and frames the pause as purposeful.
• use the customer’s terminology – we do customer education, but during trouble calls is not the time to be correcting the customer’s terminology because they could be frustrated and we want to keep their trouble experience positive
• use a happy tone of voice
• care about the customer’s problem
• connect to the customer’s computer for all issues where it makes sense and they allow you to.  This is the fastest way to troubleshoot many issues.  The customer may get frustrated walking them through troubleshooting steps and just walking them through the Screen Connect or Quick Assist  may be all that is necessary in many cases.
• ask for help in Teams or Slack any time you have a question
• ask your team members for help if needed
• call Level 2

Hay

Throughout the day, check assist@hay.net via IMAP for VMs.  Listen to each one and make sure we have all the updated information.  Put tickets in for phone repairs and address them within 1-24h.  Delete VMs once you have processed it.