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. VIDEO
Customer
Education

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 ?
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 Role plays
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!