Billing
Customer calls in to make their payments and is upset they get late fees every month.
Inform the customer of their billing info:
-bill generation date
-bill due date
-OFFER AUTO BILL PAY
(inform that it takes 2 billing cycles to setup and that they will need to call in next month to make payment but it will work moving forward after next month)
Error code:
-721
-722
-726
1. Send a refresh
2. Add the missing HD for base package/locals/addon
3. Remove the item and add it back if it is already there
What are all the ways to AUTHENTICATE an account?
&
What are all the ways to FIND an account?
AUTHENTICATION
-ACC#
-ATTN or billing address' ATTN
-Billing address (if different than service address)
-Creation/activation date (only month & year)
-Last 4 of payment method on file (CC or EFT)
-Last bill/payment amount within $10 (up or down)
ACCOUNT SEARCH:
-ACC#
-ACCCRD#
-RID#
-Business Phone#
-Business Address
-Billing Address
-Business Name
Customer is getting a good picture, but cannot hear anything
There is only 3 things we can do:
-Send a signal and see if it fixes the audio glitch
-If it doesn't work, have them reset their receiver
-Lastly, if this also does not work, move on and refer to the dealer and if there is no dealer, schedule a service call with the disposition "Technical Audio/Video" & "No Audio with Video"
The customer is in a LVL 1 past due and wishes to reinstate services but they get paid in 2 days.
Normally, the customer needs to pay at least the past due.
If you believe them
-remove minimum services
-provide an extension (7 days on your own, up to 14 with a TL, and more with a TM by escalation or follow up)
Inform the customer of their billing info:
-bill generation date
-bill due date
-OFFER AUTO BILL PAY
(inform that it takes 2 billing cycles to setup and that they will need to call in next month to make payment but it will work moving forward after next month)
Customer is calling in because their equipment is requesting a password to watch TV, when they have never set this up before
-Hit F2 to go to the equipment screen
-Ask them to hold down the info button and provide you the accesscard#
-Go into any card and hit F12 & paste the access card provided
-Once you're in the receiver hit F2 again to go to the DSS Actions
-Hit the "Reset DSS Card Password" option and the password should be gone.
Requesting to change business name
ASK DISCOVERY QUESTIONS:
-Is the name slightly wrong, misspelt? (Fix yourself)
-Is the name completely wrong? (Refer to csat email commercialcustsat@att.com)
-Follow up
A dealer called in to actv an account
1. F1 and go to show/cancel pending
2. Look at the programming and it will show the last numbers of an access card, remember them
-Go back to the man screen
-Hit F2 to go to the equipment screen
-Look for the pending access card that shows the same last numbers and this will be the 1st receiver to actv
Requesting a refund
-Go F6
-Request Refund (only if there is a credit balance)
-Always promote using a card as it takes 3-5 business days, if not let them know the check will arrive at their choice of the service/billing address
Error code:
-744
-745
-746
-752
-761
-762
-763
-764
-765
-Confirm the access card matches the receiver id
-Confirm the access card is SWPD status, if it is, it will no longer work and they NEED a replacement
-Confirm it is not burnt
-Have the customer remove the card, wipe it down, blow into the card reader, and reinsert the card.
-If all else fails, refer to dealer or inform them they need a new card, receiver, or a technician which can do both of those fastest
Requesting to change the service address
ASK DISCOVERY QUESTIONS:
-Did they move locations? If so do they have services installed already? (refer to movers)
-Is the address completely incorrect (refer to movers) or just a minor mistake 1 or 2 numbers off (you can fix)
Customer is seeing a no signal error code.
ASK DISCOVERY QUESTIONS:
-Are you seeing DTV logos or any error codes whatsoever?
-If the answer is no, this might be the TV saying no signal
-Are you seeing your TV's brand logo anywhere on the screen?
-Try and see if they are on the correct HDMI input, 9 times out of 10, they are on the wrong HDMI input, or the HDMI cable is not connected to the receiver or the TV.
The customer is in a LVL 2 cut off. They wish to have services reinstated and will pay next week.
1. Empathize with the customer.
2. Kindly inform them you NEED a full payment to reinstate the account.
3. DO NOT reinstate without taking a full payment.
4. If they keep asking for an extension or wish to pay a partial bill, let them know you will escalate to a TM.
5. If they do not wish to get off the call, inform a TL or a TM and transfer the call.
Error code:
-782
-775
-771
Walk the customer through finding their swim adapter (explain how it looks like) and have them unplug it from their outlet/power and replug it in, confirming they have a green light.
If this does not work immediately send for a tech or refer to dealer.
Customer had just purchased the business and all the information on the account is wrong such as:
-Business Name
-ATTN on the account
-Ect
-Check if there is a change of ownership case, if there is and it is currently anywhere between 9 am to 9 pm, transfer to 855.680.6911..
-If not, create a change of ownership case and ask them the change of ownership questions which can be found in the CCKM article "Commercial Change of Ownership". Once you have done this, leave the case open and change the owner to the Commercial Voice queue.
Customer needs help programming a remote
ASK DISCOVERY QUESTIONS
-Are you having issues controlling the receiver or controlling the actual TV?
If controlling receiver
-reset the remote by holding down mute & select
-when the lights flash green twice enter code 987 or 981 and it should flash green 4 times confirming the reset
-hold down mute & select again
-when the lights flash green twice enter code 961 or 967
-If the remote is a universal remote move the switch to tv mode and provide them the code for their tv brand to control the tv itself (volume ect.)
If controlling TV
-reset the remote by holding down mute & select
-when the lights flash green twice enter code 987 or 981 and it should flash green 4 times confirming the reset
-Ask the customer what their TV brand is
-hold down mute & select again
-when the lights flash green twice provide them a code for the brand of their TV
-To control the receiver again if it doesn't already work
-If the remote is a universal remote move the switch to the DTV logo
-hold down mute & select again
-when the lights flash green twice enter code 961 or 967
Customer said they made a payment to us and now they're receiving service interruption notices.
ASK DISCOVERY QUESTIONS:
-How did the customer pay us? (EFT, Card, Check?)
-How much was the payment made?
-When did the customer pay us?
-Did the payment get taken out of the bank account
-If through check, over 14+ days ago, and it did not get taken out of the account, recommend a stop pay to the check and tell them to make a payment with a cc/eft
-If through check, not over 14+ days, let them know there is still time for it to arrive
-LAST, but not least ALWAYS in any situation where they don't know where their payment is, tell the customer to submit a misapplied payment ticket on the resolve.att.com website
Customer has a bar full of customers trying to watch the New York Knicks in the playoffs, but he is getting a 721 on all but 1 receiver. He does have the NBA League Pass, so he should be getting it.
The agent must check if the primary receiver has more than 2 pages of ACTV services. If they do, they need to deactivate and change the primary receiver as it is now overloaded, reactivate the old primary receiver, reinstate just what is needed to have the missing programming work, and once it is confirmed working, reinstate the rest of the programming.
Customer is calling in asking if there is any way to manage their account online.
1. Go to their account on 360/salesforce and go to the IDENTITY MANAGEMENT section.
2. If there is No Identity associated with this account, walk them through creating an account
-tell them to go to directv.com/register
-select "DIRECTV connect via satellite"
-provide the acc# and do not include the 1st zero if the account number starts with one
-Provide the billing zip code if they have a billing address and if not give them the service address' zip code
-They have to setup an email address and password and that should be enough
Customer has so many remotes and would like a way to control all of his receivers.
1. Promote the DIRECTV for business Remote Appfor iPads and android tablets.
2. Confirm if they have an online account by checking the Identity Management
-If they do, walk them through logging in
-If they don't, walk them through creating one
3. Confirm if they have already had a tech to come out and install their internet connection kit.
If they have not had it setup:
-Go to the shopping cart with the equipment/order equipment case notation
-order the internet connection kit & schedule their service call so that they can connect their receivers to their internet & control them remotely.
If they have already had a tech set it up, move on to the next step.
4. Tell the customer to go to their appstore so that they can download the DTV for Business Remote App to control their receivers.
-Download the app
-Login w/ the same info used to create the DTV online account
-Confirm functionality