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Customer Education

Customer Education. Introduction. This module provides instruction on how to educate our customers on the use of their new DIRECTV equipment. Objectives. When you have completed this module, you should be able to: Locate key buttons on the remote control

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Customer Education

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  1. Customer Education

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

  3. Objectives 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

  4. Objectives 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

  5. Overview 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.

  6. Customer Education VIDEO http://satinstalltraining.com

  7. Remote Control

  8. 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

  9. Remote Control Programming the TV

  10. Remote Control Programming the TV

  11. Remote Control Programming the TV

  12. Remote Control Programming the TV

  13. Remote Control Programming other Components

  14. Remote Control Programming other Components

  15. Remote Control Programming other Components

  16. Remote Control Program Using the Scan Mode • Turn on TV or component • Move switch to AV1, AV2 or TV • Press and hold MUTE and SELECT • Press 9-9-9-? • Satellite – 0 • TV – 1 • VCR/DVD/PVR – 2 • Stereo – 3 • CHAN + until device turns off • Press and release the SELECT button.

  17. Remote Control Using the RF feature

  18. Remote Control Big Button Remote

  19. Remote Control Features and Function Review • Match the button descriptions with the correct button on the remote.

  20. Remote 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

  21. Questions?

  22. Customer Education DIRECTV Features: • Channel Banner • Advanced Program Guide • Quick Menu • Parental Controls

  23. Customer Education Channel Banner

  24. Customer Education Advanced Program Guide

  25. Customer Education Quick Menu

  26. Customer Education Parental Controls

  27. Customer Education DIRECTV Programming Highlights • Channel Neighborhoods • Interactive Channels • Information Channels • Pay Per View

  28. Customer Education DIRECTV Programming Highlights • Channel Neighborhoods

  29. Customer Education DIRECTV Programming Highlights • Interactive: • DIRECTV News Mix, 102 • DIRECTV Sports Mix, 104 • Game Lounge, 110 • DIRECTV Customer Support, 114 • DIRECTV Active

  30. Customer Education DIRECTV Programming Highlights • Information Channels: • DIRECTV Basics, 201 • DIRECTV Sports Schedule, 600 • Pay Per View Previews, 100 • Interactive assistance on channel 114

  31. Customer Education DIRECTV Programming Highlights • Pay Per View: • Order with remote control • All Day Ticket • Letterbox • Dolby Digital • HD Pay Per View

  32. Customer Education System Reset • Open front panel and push red RESET button • Unplug power cord

  33. Customer 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

  34. Customer Education Additional Customer Materials • Customer Satisfaction Checklist w/Signature • Required on every job • DIRECTV Equipment Lease Addendum • HSP Toll Free Number

  35. Customer 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

  36. Customer Education Customer Education Checklist: (continued) • Interactive Channels • Information Channels • Order Pay Per View • System Reset

  37. Customer Education You should also cover important customer 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

  38. Summary 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. Summary 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

  40. Exercise • 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

  41. Thank you!

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