Integrity
When should we read the CBR/Email capture?
After account authentication
Customer calls with OSD 775, what caused it and what steps should you take?
Error code 775 when the signal between your receiver and satellite dish is interrupted.
•Reset SWiM Power Inserter
Customer will need to locate SWiM power inserter, unplug it, wait 15 seconds, and plug it back in.
Will need to make sure it is not plugged in to an outlet that is controlled by a light switch.
•Check Connections and Placement
Customer will need to ensure all cables on the SWiM power inserter, and the main DIRECTV receiver are securely connected and hand tightened.
If the SWiM power inserter was recently moved, it will need to be moved back to its original location.
•If the following steps do not resolve issue proceed to do repeat satellite setup using How to Tool.
• Final schedule a svc call for tech to resolve
Miguel is having issues logging into his AT&T TV account. He believes he may have locked himself out. What are somethings you could do to assist this customer?
After 6 unsuccessful login attempts, the account is placed on a soft lock for 1 hour.
The customer can unlock the account by performing a password reset and attempting to sign in after one hour.
After 12 unsuccessful attempts, the account is placed on a hard lock for 24 hours. The customer must wait
The full 24 hours to attempt to change the password or attempt to login to the account
What are the benefits of ABP?
- Avoid service interruption
-No late fees
-Hassle free-no need to call
-Promotional Discount($10/12)
Where would you go to view the current bill?
In STMS billing system
F-6 bill ledger
True or False
An unauthorized user can/change disconnect a service on an account
FALSE
OSD 771- Signal Loss, What trouble shooting steps should you take?
•Ask Customer about current/recent weather issues or obstructions to dish
•Check Cadie (rio) for any known issues
•Run system diagnostic test via how to tool
•Reset Receiver and check cables
•Repeat Satellite Setup
•Schedule service call if not resolved
Ashley is calling to process her payment information. What are you able to do to assist this customer?
Option 1: send customer to automated IVR system to process their payment
Option 2: Transfer to an on Site Agents
What are the benefits to PP?
If a remote fails, it's replaced.
Dish:
Alignment
Low Noise Blocker (LNB)
Replacement
Relocation
Cables, multi-switches, and splitters
Covers all forms of surge damage.
If you need to schedule a service call what system would you use? And what is required?
Rio to process the service call and the service call form and disclosures
After removing or adding services to a customers account, what do we have to advise the customer?
We must advise of the prorated/partial charges that will be billed to the account and read any/all applicable RCC's.
OSD 721, What does this mean? How to resolve?
•Verify the channel they are requesting is included in their services
•Change b-codes like HD access is active
•Min service is not on the account
•Make sure Mirror is set to Y
•Resend authorization
Sharon is calling to cancel her services due to a pricing concern. What are your next steps in saving this customer?
Bonus: What would a good AER statement sound like?
1.Probe the customer to identify their wants, interest, and needs.
●
2.Attempt to identify if right-sizing could be an option for the customer based on feedback.
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3.Transfer to Commercial Loyalty for savings.
What are the benefits of the dtv remote app?
1.Ability to group receivers in order to change multiple tv’s
2.Eliminates the need to be within the remote control range to control the receivers
3.See what’s playing on all your TV from one screen
4.Label your receivers with custom name
If you want to change a customer’s password. What are the required steps?
Authenticate the account
Go to STMS(billing)
Main page Hit F4 and arrow down to password field and update information
What information is needed to authorize a customer on an account?
-Must obtain 2 pieces of information and password if there is one on the account
-Account#
-Billing Address if different
-Attention person as it appears on the account
-Last bill amount (w/in $10 variance up to 2 cycles)
-Last payment method and total paid (w/in $10 variance)
-Last 4 of cc on file
- Access Card #
Customers calls with OSD 722-refresh
Verify the receiver is active and channel they want to watch if error is only on 1 channel
Resend authorization via SFDC or STMS
IN SFDC – go to the Equipment & Services tab and click Rehit All or select desired card
In STMS – From Main Screen hit F2 , Enter on specific card, Arrow down to “change sat id’s to Y” F2 then Do Key on “ Resend Authorizations, Resend all authorization and page down to refresh DSS Card pairing and do key”
Reset receiver
Resend authorization again
Jerry is calling because he has been experiencing outages with his Directv. He has called in regarding this issue before and now wants to a credit for being unable to use his service. What can you do to assist the customer ?
Bonus: What would a good AER statement sound like?
Validate if issue is still on going or has been resolved
Offer to troubleshoot /get a service call scheduled
Offer time without services credit for days impacted
Proceed with formula- whole bill divided by 30 multiplied by days without service.
Who is eligible for Directv for business?
Small Business
Bars / Restaurants
Hotels and Lodging Institutions
Prison and gov’t facilities
What are the steps to update or add an alternation mailing address?
1.From the Main Menu
2.Page Down
3.Hit F -4
4.Change alternate mailing address from N to Y
5.Enter the new information
6.Validate the address
7.Hit do key (dash in number pad) to save changes
Scenario
The customers line disconnects/drops while we are assisting them with their request, what should you do?
Agents are to call the customer back and a leave voicemail if unable to make contact, as well as leave detailed notes on the account. Case is to be left open until contact is made to assist with resolution.
Customer calls with issues with remote app set up and needs password reset.
Enter your user name and password.
If you don't have one, see a supervisor/manager.
Access the account by user name, email address, or account number.
Ask the customer to verify their user name, account number, email address, last name/business name, and phone number.
Reset account passwords from the Change Password screen. Advise customers to change it to their own after they log into the app.
Update email addresses in Change Email.
The tool displays an option to re-sync authorization for NFL Streaming/Mobile Apps.
This isn't available for Commercial accounts.
Don't check the Re-Synch Authorization box.
The Lock Account for Suspicious Activity section displays the status for the online account (locked or unlocked). Ensure the account is unlocked.
Click Continue to save changes.
Linda called in because she was charged $120 after canceling her account. What could this charge be for and what are the policies surrounding the charge Linda is seeing?
1.Charge could be due to an ETF due to cancelling account prior to the end of the agreement
2.Find out why the customer disconnected the account AND read the notations on the account (SF) to validate any claims made
Don't set expectations that DIRECTV waives or reverses the fee.
Assume fees are valid. Explain the fee's purpose, their agreement to it, and points of disclosure. If the customer says the fee was supposed to be waived and there are no notes supporting the claim – TRANSFER TO CCLG
Name 5 benefits of adding an out of Market sport subscription
Bonus: what is required?
•Every minute of every out-of-market game
•Added to the BAR finder app
•The ability to watch up to 4 or 8 games at once on the Mix Channels
•Marketing promotional kits and MVP credit points
•Weekly Sports Schedules
• FCO validation for public accounts must be approved and on file prior to activation.
Where would you go to change a package, add a promotion, and/or remove an add-on?
1.Go to salesforce
2.Create case with proper disposition with call intent
3.Click “Launch Shopping Cart”
4.Click on the package or add-on you wish to add/remove
5.Click Proceed to check out
6.Read all required disclosures (rcc’s)
7.Check out to update changes