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 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

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

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.

VIDEO Customer Education http://satinstalltraining.com

Remote 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

Remote Control Programming the TV

Remote Control Programming the TV

Remote Control Programming the TV

Remote Control Programming the TV

Remote Control Programming other Components

Remote Control Programming other Components

Remote Control Programming other Components

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.

Remote Control Using the RF feature

Remote Control Big Button Remote

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

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

Questions?

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

Customer Education Channel Banner

Customer Education Advanced Program Guide

Customer Education Quick Menu

Customer Education Parental Controls

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

Customer Education DIRECTV Programming Highlights Channel Neighborhoods

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

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

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

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

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

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

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

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

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

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

Thank you!