The script we use if the TV has a black, white or snowy screen
What is BBGG.
100
What area/sub area we use for 3D Glasses Not Working
What is TECHNICAL NETWORK/TECHNICAL EQUIPMENT
100
What we give the customer when they have service or hardware failure or express a negative emotion.
What is Empathy
100
When new pricing began.
What is February 5, 2015
200
Information Update Error
What is OSD 752?
200
The script we use for second tuner connection problem.
What is Diagnostic code 44 script under system diagnostics and results.
200
What area/sub area we use for Pandora not working
What is Technical Feature/Function/ Pandora Issues
200
When we reiterate the issue back to the customer for a clear understanding.
What is Pause and Clarify
200
What device converts the "B-Band" signals to the "A-Band" range where they are usable by the required receivers.
What is BBC (B-Band Converter)
300
Unable to complete
What is OSD 747
300
What script do we use for;Issue when trying to configure the router for GenieGO Out-of-Home streaming.
What is GenieGO Out of Home Access Setup is Not Working
300
What area/sub area we use for Media Share
What is Technical Inquiry/Media Share-How to
300
Use the customer’s name instead of sir or ma’am and make sure if the customer is asking you questions to respond to them.
What is Courtesy
300
•It's a technology that allows only 1 single SAT-IN cable to come through the wall into the house or location and attach to the receiver – even if it’s a DVR or HD DVR
What is a SWiM
400
Hardware Failure-Error
What is OSD 799?
400
What script do we use for; Available 4K content is not shown in the menu or Smart Search.
What is Cannot Find 4K Titles
400
What area/sub area we use when customer's are calling about their service call time.
What is Account Services/Appointment Inquiry
400
Making a personal connection with our customers.
What is Engagement
400
When IPPV does not work, what are the first four things we need to check in RIO?
What is internet connection, call back in last 30 days, IPPV flag checked and purchase limit over $0
500
Only one TV can be watched
What is OSD 922?
500
What script do we use when this is the cause: Record a 3D program when not connected to a supported 3D TV directly via HDMI cables.
What is 3DTV / Program Not Playable/Record Anyway
500
What area/sub area we use when the voices do not match the actor's mouth movement.
What is Tech Audio/Lip Sync
500
Asking open ended questions to determine the issue, not just the symptom.