1 customer education. 2 introduction this module provides instruction on how to educate our...
TRANSCRIPT
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Customer EducationCustomer Education
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IntroductionIntroduction
This module provides instruction on how to educate our customers on the use of their new DIRECTV equipment.
This module provides instruction on how to educate our customers on the use of their new DIRECTV equipment.
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ObjectivesObjectives
When you have completed this module, you should be able to:
Locate key buttons on the remote control
Program a DIRECTV remote to control the TV functions, the TV input key and other components
List the Channel Neighborhoods
Demonstrate how to set Parental Controls
When you have completed this module, you should be able to:
Locate key buttons on the remote control
Program a DIRECTV remote to control the TV functions, the TV input key and other components
List the Channel Neighborhoods
Demonstrate how to set Parental Controls
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ObjectivesObjectives
When you have completed this module, you should be able to: (continued)
Teach the customer how to use key features of the remote control and DIRECTV receiver
Instruct the customer how to reset their receiver
Review the content of Welcome Kit and Quick Start Guide with the customer
When you have completed this module, you should be able to: (continued)
Teach the customer how to use key features of the remote control and DIRECTV receiver
Instruct the customer how to reset their receiver
Review the content of Welcome Kit and Quick Start Guide with the customer
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OverviewOverview
Customer education is probably the most important aspect of the installation!
• What do you think happens if the customer is unable to operate their equipment?
• What do you think is the number one reason new customers call DIRECTV within 30 days of their installation?
• What do you think the second highest reason is for a call within 30 days of install?
• The third highest reason for a call within 30 days is because of a malfunction with their DIRECTV system.
Customer education is probably the most important aspect of the installation!
• What do you think happens if the customer is unable to operate their equipment?
• What do you think is the number one reason new customers call DIRECTV within 30 days of their installation?
• What do you think the second highest reason is for a call within 30 days of install?
• The third highest reason for a call within 30 days is because of a malfunction with their DIRECTV system.
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Remote ControlRemote Control
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Key buttons to remember:
• MOD SWITCH
• INPUT
• FORMAT
• PWR
• TV POWER ON/OFF
• ACTIVE
• LIST
• EXIT
• INFO
• GUIDE
• BACK
• SELECT
• MENU
• VOL
• CHAN
• MUTE
• PREV
• ENTER
Key buttons to remember:
• MOD SWITCH
• INPUT
• FORMAT
• PWR
• TV POWER ON/OFF
• ACTIVE
• LIST
• EXIT
• INFO
• GUIDE
• BACK
• SELECT
• MENU
• VOL
• CHAN
• MUTE
• PREV
• ENTER
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Remote ControlRemote Control
Programming the TVProgramming the TV
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Remote ControlRemote Control
Programming the TVProgramming the TV
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Remote ControlRemote Control
Programming the TVProgramming the TV
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Remote ControlRemote Control
Programming the TVProgramming the TV
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Remote ControlRemote Control
Programming other ComponentsProgramming other Components
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Remote ControlRemote Control
Programming other ComponentsProgramming other Components
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Remote ControlRemote Control
Programming other ComponentsProgramming other Components
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Remote ControlRemote Control
Program Using the Scan Mode
1. Turn on TV or component
2. Move switch to AV1, AV2 or TV
3. Press and hold MUTE and SELECT
4. Press 9-9-9-?– Satellite – 0– TV – 1– VCR/DVD/PVR – 2– Stereo – 3
5. CHAN + until device turns off
6. Press and release the SELECT button.
Program Using the Scan Mode
1. Turn on TV or component
2. Move switch to AV1, AV2 or TV
3. Press and hold MUTE and SELECT
4. Press 9-9-9-?– Satellite – 0– TV – 1– VCR/DVD/PVR – 2– Stereo – 3
5. CHAN + until device turns off
6. Press and release the SELECT button.
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Remote ControlRemote Control
Using the RF featureUsing the RF feature
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Remote ControlRemote Control
Big Button RemoteBig Button Remote
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Remote ControlRemote Control
Features and Function Review
• Match the button descriptions with the correct button on the remote.
Features and Function Review
• Match the button descriptions with the correct button on the remote.
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Remote ControlRemote Control
Hands-on
• Program the remote using the manufacturer code
– TV (volume, power, channel)
– TV input
– Other component (DVD, VCR, etc.)
• Program the remote using the scan feature
Hands-on
• Program the remote using the manufacturer code
– TV (volume, power, channel)
– TV input
– Other component (DVD, VCR, etc.)
• Program the remote using the scan feature
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Customer EducationCustomer Education
DIRECTV Features:
• Channel Banner
• Advanced Program Guide
• Quick Menu
• Parental Controls
DIRECTV Features:
• Channel Banner
• Advanced Program Guide
• Quick Menu
• Parental Controls
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Customer EducationCustomer Education
Channel BannerChannel Banner
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Customer EducationCustomer Education
Advanced Program GuideAdvanced Program Guide
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Customer EducationCustomer Education
Quick MenuQuick Menu
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Customer EducationCustomer Education
Parental Controls Parental Controls
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Customer EducationCustomer Education
DIRECTV Programming Highlights
• Channel Neighborhoods
• Interactive Channels
• Information Channels
• Pay Per View
DIRECTV Programming Highlights
• Channel Neighborhoods
• Interactive Channels
• Information Channels
• Pay Per View
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Customer EducationCustomer Education
DIRECTV Programming Highlights
• Channel Neighborhoods
DIRECTV Programming Highlights
• Channel Neighborhoods
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Customer EducationCustomer Education
– DIRECTV News Mix, 102
– DIRECTV Sports Mix, 104
– Game Lounge, 110
– DIRECTV Customer Support, 114
– DIRECTV Active
DIRECTV Programming Highlights
• Interactive:
DIRECTV Programming Highlights
• Interactive:
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Customer EducationCustomer Education
DIRECTV Programming Highlights
• Information Channels:
– DIRECTV Basics, 201
– DIRECTV Sports Schedule, 600
– Pay Per View Previews, 100
– Interactive assistance on channel 114
DIRECTV Programming Highlights
• Information Channels:
– DIRECTV Basics, 201
– DIRECTV Sports Schedule, 600
– Pay Per View Previews, 100
– Interactive assistance on channel 114
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Customer EducationCustomer Education
DIRECTV Programming Highlights
• Pay Per View:
– Order with remote control
– All Day Ticket
– Letterbox
– Dolby Digital
– HD Pay Per View
DIRECTV Programming Highlights
• Pay Per View:
– Order with remote control
– All Day Ticket
– Letterbox
– Dolby Digital
– HD Pay Per View
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Customer EducationCustomer Education
System Reset
• Open front panel and push red RESET button
• Unplug power cord
System Reset
• Open front panel and push red RESET button
• Unplug power cord
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Customer EducationCustomer Education
Customer Educational Materials
• Welcome Kit
• Quick Reference Guide(s)
• Remote Control Reference Card
• Owners Manual
• Welcome Video (Pushed)
– Access with the LIST key on the remote
Customer Educational Materials
• Welcome Kit
• Quick Reference Guide(s)
• Remote Control Reference Card
• Owners Manual
• Welcome Video (Pushed)
– Access with the LIST key on the remote
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Customer EducationCustomer Education
Additional Customer Materials
• Customer Satisfaction Checklist w/Signature
– Required on every job
• DIRECTV Equipment Lease Addendum
• HSP Toll Free Number
Additional Customer Materials
• Customer Satisfaction Checklist w/Signature
– Required on every job
• DIRECTV Equipment Lease Addendum
• HSP Toll Free Number
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Customer EducationCustomer Education
Customer Education Checklist:
• Remote Control Feature (i.e., Mode Switch, TV on, off, Volume and Input)
• Channel Banner
• Advanced Program Guide
• Quick Menu
• Parental Controls
Customer Education Checklist:
• Remote Control Feature (i.e., Mode Switch, TV on, off, Volume and Input)
• Channel Banner
• Advanced Program Guide
• Quick Menu
• Parental Controls
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Customer EducationCustomer Education
Customer Education Checklist: (continued)
• Interactive Channels
• Information Channels
• Order Pay Per View
• System Reset
Customer Education Checklist: (continued)
• Interactive Channels
• Information Channels
• Order Pay Per View
• System Reset
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Customer EducationCustomer Education
You should also cover importantcustomer material such as:
• Welcome Kit
• Quick Start Guides
• Remote Control Reference Card
• Owner’s Manual
• Pushed Video
• Customer Satisfaction Checklist
• DIRECTV Equipment Lease Addendum
• HSP Toll Free Number
You should also cover importantcustomer material such as:
• Welcome Kit
• Quick Start Guides
• Remote Control Reference Card
• Owner’s Manual
• Pushed Video
• Customer Satisfaction Checklist
• DIRECTV Equipment Lease Addendum
• HSP Toll Free Number
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SummarySummary
Now that you have completed this module, you should be able to:
Locate key buttons on the remote control
Program a DIRECTV remote to control the TV functions, the TV input key and other components
List the Channel Neighborhoods
Demonstrate how to set Parental Controls
Now that you have completed this module, you should be able to:
Locate key buttons on the remote control
Program a DIRECTV remote to control the TV functions, the TV input key and other components
List the Channel Neighborhoods
Demonstrate how to set Parental Controls
39
SummarySummary
Now that you have completed this module, you should be able to: (continued)
Teach the customer how to use key features of the remote control and DIRECTV receiver
Instruct the customer how to reset their receiver
Review the content of Welcome Kit and Quick Start Guide with the customer
Now that you have completed this module, you should be able to: (continued)
Teach the customer how to use key features of the remote control and DIRECTV receiver
Instruct the customer how to reset their receiver
Review the content of Welcome Kit and Quick Start Guide with the customer
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• Hands On
– Get familiar with the educating the customer on the DIRECTV receiver features and functions
– Use the Observation Checklist as a guide
• Role plays
– Technician
– Customer
– Observer
• Hands On
– Get familiar with the educating the customer on the DIRECTV receiver features and functions
– Use the Observation Checklist as a guide
• Role plays
– Technician
– Customer
– Observer
ExerciseExercise
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Thank you!Thank you!