CARES
CARES step that focuses on the customer feeling comfortable and the customer service experience the customer receives
Customer Connection
What is the maximum number of genie minis that can be connected to a Genie
7
This is a small portable device that has an either red, yellow or green and blue lights
Gemini
Metric that surrounds how long it takes to provide a resolution
AHT
Which CARES step entails restating for understanding and recap on the call?
Summarize
What is the maximum number of devices that a customer have connected to the service using a Genie 2?
10
What is the name of the device that looks like a dongle and is easily hidden?
Gemini Air
When you cancel you impact
DP100 / disconnects per 100 / disconnect rate
Which CARES steps deals with ensuring we exhaust all options and ensuring that we are the customer's advocate?
Be accountable
This is the feature that allows you to restart a show when you are in the middle
72 hour rewind
This service is used to capture content you want to revisit
Cloud DVR
Metric that revolves around resolving the customer's issue the first time around and if not get them to someone who can
Transfer
What CARES step involves speaking with confidence and building value in the service?
Be the expert
What is required for a technician to install a service at a customer's location no matter the equipment?
Line of Sight
You are able to select how many home locations in a running 12 month period
Four
Metric that revolves around you resolving all the customer's issues to completion
7DR / R7
CARES step that involves using tools and resources as well as probing the customer to identify their WINS and root cause for calling.
Research and Discover
What is the name of the Diectv devices that can be used to broadcast the Directv Satellite service?
Genie
Genie 2
Genie Mini
Gemini
What feature becomes available when you have a google account and how does someone activate it?
Google Assistant and it is activated by logging in and pressing the microphone button on the remote control
Metric that deals with the level of customer service that the customer receives and how pleased they are with the experience
CSAT / VOC