n module that checks the fix and ensures that the problem no longer exists. If verification responds stating that the issue is not fixed then the ticket is assigned back to NOC. This activity continues until NOC can identify a fix that passes verification. 8. CSC will then close the ticket (8a) and inform the customer (8b) that the issue has been fixed. 9. Based on SLA, the CSC might update billing records (9a) to credit the cus- tomer for the reported trouble and the provisioning modules (9b) to take cor- rective action SO that the same bug is not reported by another customer using a similar service. There are several issues that come up as part of trouble handling. Some of them are: Customer support team has limited access to data: In most CSCs the support team only has access to the customer relationship management and billing data. So the customer might have to elaborate the issue first to the customer support and then to the billing representative. Even normal queries that involve the signal strength may require intervention of technical support. Customer Interaction: The customer will always want an immediate solution to the problem and in some cases may not be able to correctly communicate the issue. The support team should be well trained to handle even the most frustrated customers. Most calls are queries rather than reporting an issue: The calls from customer to support desk can be for more information on a product, details on using a service, balance query, interpreting a report, and SO on. To avoid time loss in dealing with queries and to devote more time of professional support on actual trouble scenarios, the support system is mostly automated. So when the customer dials a customer support number, the customer is requested to make a selection to describe the reason for the call. Wherever possible the automated support module will try to satisfy the customer. Call handoff not seamless: There are multiple sections in the customer support team to handle issues on specific topics like billing, new produ