When you open Word the blank page that you want to type on does not look correct. The margins are off, there may be a header or a footer or the font may be all wrong. This can happen for several reasons. The end user could have unknowingly made a change or a piece of malware could have corrupted the normal.dot file.
To resolve this you should open the File tab, click Open. Navigate to the Templates folder where you will find the Normal.dot file. To get to that folder navigate to C:\Users\AppData\Roaming\Microsoft\Templates. Make the changes to the template as you desire and then Save, (File/Save). Open Word again and you should see the template as expected.