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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.

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Presentation on theme: "1 Customer Education. 2 Introduction This module provides instruction on how to educate our customers on the use of their new DIRECTV equipment."— Presentation transcript:

1 1 Customer Education

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

3 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 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 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 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 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. 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 6

7 7 Remote Control

8 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 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 9 Remote Control Programming the TV

10 10 Remote Control Programming the TV

11 11 Remote Control Programming the TV

12 12 Remote Control Programming the TV

13 13 Remote Control Programming other Components

14 14 Remote Control Programming other Components

15 15 Remote Control Programming other Components

16 16 Remote 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 ? –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 ? –Satellite – 0 –TV – 1 –VCR/DVD/PVR – 2 –Stereo – 3 5.CHAN + until device turns off 6.Press and release the SELECT button.

17 17 Remote Control Using the RF feature

18 18 Remote Control Big Button Remote

19 19 Remote 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.

20 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 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 21

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

23 23 Customer Education Channel Banner

24 24 Customer Education Advanced Program Guide

25 25 Customer Education Quick Menu

26 26 Customer Education Parental Controls

27 27 Customer 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

28 28 Customer Education DIRECTV Programming Highlights Channel Neighborhoods DIRECTV Programming Highlights Channel Neighborhoods

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

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

31 31 Customer 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

32 32 Customer 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

33 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 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 34 Customer 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

35 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 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 36 Customer 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

37 37 Customer Education You should also cover important customer material such as: Welcome Kit Quick Start Guides Remote Control Reference Card Owners Manual Pushed Video Customer Satisfaction Checklist DIRECTV Equipment Lease Addendum HSP Toll Free Number You should also cover important customer material such as: Welcome Kit Quick Start Guides Remote Control Reference Card Owners Manual Pushed Video Customer Satisfaction Checklist DIRECTV Equipment Lease Addendum HSP Toll Free Number

38 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 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 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 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 40 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 Exercise

41 41 Thank you!


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