Customer Education

Customer EducationCustomer Education

IntroductionIntroduction

This module provides instruction on how to educate our customers on the use of their new DIRECTV equipment.

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:

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)

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.

http://satinstalltraining.com

Remote ControlRemote Control

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

Programming the TVProgramming the TV

Programming other ComponentsProgramming other Components

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.

Using the RF featureUsing the RF feature

Big Button RemoteBig Button Remote

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.

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

DIRECTV Features:

• Channel Banner

• Advanced Program Guide

• Quick Menu

• Parental Controls

DIRECTV Features:

• Channel Banner

• Quick Menu

Channel BannerChannel Banner

Advanced Program GuideAdvanced Program Guide

Quick MenuQuick Menu

Parental Controls Parental Controls

DIRECTV Programming Highlights

• Channel Neighborhoods

• Interactive Channels

• Information Channels

• Pay Per View

– DIRECTV News Mix, 102

– DIRECTV Sports Mix, 104

– Game Lounge, 110

– DIRECTV Customer Support, 114

– DIRECTV Active

• Interactive:

• Information Channels:

– DIRECTV Basics, 201

– DIRECTV Sports Schedule, 600

– Pay Per View Previews, 100

– Interactive assistance on channel 114

• Information Channels:

– DIRECTV Basics, 201

– DIRECTV Sports Schedule, 600

– Pay Per View Previews, 100

– Interactive assistance on channel 114

• Pay Per View:

– Order with remote control

– All Day Ticket

– Letterbox

– Dolby Digital

– HD Pay Per View

• Pay Per View:

– Order with remote control

– All Day Ticket

– Letterbox

– Dolby Digital

– HD Pay Per View

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

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)

• Owners Manual

• Welcome Video (Pushed)

– Access with the LIST key on the remote

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

Customer Education Checklist:

• Remote Control Feature (i.e., Mode Switch, TV on, off, Volume and Input)

• Channel Banner

• Quick Menu

Customer Education Checklist:

• Remote Control Feature (i.e., Mode Switch, TV on, off, Volume and Input)

• Channel Banner

• Quick Menu

Customer Education Checklist: (continued)

• Order Pay Per View

• System Reset

Customer Education Checklist: (continued)

• Order Pay Per View

• System Reset

You should also cover importantcustomer material such as:

• Welcome Kit

• Quick Start Guides

• Owner’s Manual

• Pushed Video

• Customer Satisfaction Checklist

You should also cover importantcustomer material such as:

• Welcome Kit

• Quick Start Guides

• Owner’s Manual

• Pushed Video

• Customer Satisfaction Checklist

SummarySummary

Now that you have completed this module, you should be able to:

SummarySummary

Now that you have completed this module, you should be able to: (continued)

• 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

Thank you!Thank you!

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