A customer complains that they receive malicious emails from the same user several times a day . what should you ask the customer.when was the last time the antivirus signatures were updated, have there been any strange emails received in the last few days, when was the last time the hard drive was defragmented, ask if the user knows the company policy for sending out viruses
When did you first start receiving these malicious emails?
Have you tried marking these emails as spam or blocking the sender?
Are you able to provide any specific information about the content or nature of these emails?
Do the emails contain any suspicious attachments or links?
Have you clicked on any links or opened any attachments from these emails?
Are these emails coming from a known sender or are they from unknown sources?
Have you reported this issue to your IT department or email provider?
Does anyone else in your organization receive similar emails from the same user?
Have you checked your email account settings to ensure there are no unauthorized access or forwarding rules set up?
Have you noticed any other unusual activity or issues on your computer or network lately?
Here is a step-by-step breakdown of the questions you can ask the customer regarding their complaint:
1. Ask when was the last time the antivirus signatures were updated:
- This will help determine if the customer's antivirus software is up-to-date and capable of detecting and blocking malicious emails.
2. Inquire if there have been any strange emails received in the last few days:
- This will provide insight into the nature and content of the emails, helping to assess the severity of the issue.
3. Ask when was the last time the hard drive was defragmented:
- Defragmentation can optimize the performance of the computer and potentially help address any software-related issues. It is worth checking if this routine maintenance has been carried out recently.
4. Ask if the user knows the company policy for sending out viruses:
- This question is essential to understand if the customer might have violated any policies themselves, enabling malicious emails or if there could be a potential issue within the company's network security.
By asking these questions, you will gather relevant information to determine the possible cause of the customer's complaint and identify appropriate steps to resolve the issue.