Help+Desk+1

Scenario 1: "Can't connect to the Internet through broadband connection:

 * Dave & Lee

Good Morning Emunet Lee speaking How may I help You ?

I’m Harry and my computer won’t work

Can I have your user name and password please

Harry7 Emu Do you have Dial up or Broadband?

Broadband

Can you tell what is not working?

I cannot get on line

I’m going to ask you some simple questions now

What Brand of Modem is it? TPK 6008 Can you tell me what lights are on, on the modem?
 * 1) Is the power connected to the computer.? Yes
 * 2) Is the power connected to the modem ? Yes
 * 1) I have two lights on.
 * 2) Is the power light on?
 * 3) Which one is that ?
 * 4) That’s the one at the top. With power written underneath it
 * 5) Yes?
 * 6) What other light is on?
 * 7) The third light down.
 * 8) Can I get you to disconnect the power to the modem, wait five seconds and reconnect it.
 * 9) Can you tell me what lights are on now?
 * 10) They are all on
 * 11) Can you log on to the internet again?
 * 12) Yes its working
 * 13) Don’t hesitate to call if there are further problems
 * 14) Thank you


 * Emma, Luke, Maggie, Paul


 * //Help desk customer service transcript//**

__HDO – Help Desk Operator__ __C - Customer__

- **HDO -** Good morning Emunet, Emma Speaking, how may I help you today? - **C -** “ hello Emma, I can’t connect to the internet” - **HDO -** “well before we start can I get your full name, address, telephone number and user name for security reasons please?” - **C -** my name Is timothy smith and I live at 42 Market Street Wentworth, my telephone number is 4865 7845 and my user name is bigtim45 - **HDO –** “ok thanks for that, so you can’t connect to the internet… can I get the make and model of your modem please and what connection you are with whether it’s broadband or dial up?” - **C-** “Just a sec... it’s a simens 4200 and its broadband.” - **HDO –** “ok, well on the front of your modem there are 4 lights can you tell me which ones are lit up?” - **C -** “ I can’t find any lights” - **HDO -** “ they should just be located on the front of the modem” - **C -** ( getting frustrated) “ there are no lights on I can’t find any lights” - **HDO -** “ok sir calm down, are there any lights whether on or off on the front of the modem.” - **C -** “oh sorry yes, there are 4 on the front but none of them are lit up.” - **HDO –** “That probably means that there is a problem with the power source for your modem. Do you know whether it’s a USB connection or an Ethernet connection?” - **C – “**No sorry I’m not good with these things.” - **HDO –** “That’s ok sir, did your modem come with any software.” - **C –** “Yeah it did but I’ve already installed it. My modem has worked previously and I haven’t had problems with it before today.” - **HDO –“**Ok well the fact that software came with your modem indicates that you have a USB connection. There should be a cable connecting your modem to the computer that plugs into a USB port, do you want to check that it is properly plugged in both into the modem and the computer.” - **C –** “Um, just a second I’ll have a look.” (checks the connections while help desk operator waits patiently) - **C -** “It wasn’t connected to the back of the computer so I just plugged it in.” - **HDO -** “Ok well try and connect to the internet now to ensure that the problem ahs been rectified.” - **C -** (Attempted connection to the internet successful) “it connected thank you so much for your help.” - **HDO –** “Your welcome Mr Smith is there anything else I can help you with today?” - **C –** “No that’s all thanks.” - **HDO –** “Thank you, if you have any other problems don’t hesitate to call and have a nice day.”


 * Ionie, Joel, Josh, Tysen

Operator- hello, emmunet Australia, Mr blank speaking, how may i help you Customer- I can’t connect to your damn internet Operator- could I please have you're name and address Customer- Mr Black, 74 blank St, mieaynuse Operator- ok Mr black, can u tell me which light are on your modem Customer- Ethernet, power and nothing else gurrrr!!!!!!!!!! Operator- What is the make and model of you're modem Customer- siemens turkey mule 500 Operator- check your connection with the phone line, is everything secure Customer- yes it is, you idiot! Operator- Does your phone have a dial tone? Customer- yeasssss Operator- Have you installed a splitter? Customer- What the hell is that? Operator- Describe the connection between the modem and the phone outlet Customer- what the $%#$ do you mean Operator- The splitter is the small box connected to the phone line that joins on the modem and the telephone Customer- yea, ok Operator- follow the modem line, and check which socket is connected to Customer- its connected to the...........phone socket Operator- Take the cable out, and swap it with the one in the socket labelled modem or ADSL Customer- Thanks, it works now Customer- click....beep, beep, beep.