Takedowns
Customer is missing channel KOMU NBC, what takedown is this
CURATORS OF THE UNIV. OF MISSOURI
Customer has the Flex pack with locals, Showtime, Starz, Dish Movie pack, Hopper sling and Joey. They say they have Netflix and amazon prime but they don't understand why their bill is at $111.99. What options do we have to get their bill to $71.99?
Remove premiums, and offer a plo
What is the perks to Dish protect Silver?
Free tech visits, free shipping on equipment replacements, First Appointment access, Free joey upgrades, 10% off smart services, and identity restoration.
Customer has at200, they are calling to cancel during the call you discover they only care about locals. What options do you have?
Welcome pack, Flex/smart pack with plo
What is the grandfathered rate on the welcome pack
$35.99
Customer in Ft Meyers calls in has a message saying they will lose their channel. What local channel is it?
ABC channel 26
Customer is calling into cancel they got offered a bundle deal in their move to their new address. During the call you discover they arent happy with the new provider and want to keep dish but they want to sign up as a new customer, what do you do to keep them?
Offer a right size, PCO and movers
What is Dish protect Gold, give a customer?
Full realtime support, Identity protection, and the same perks as dish protect silver
Your customer has a vip722 at $7 a month, they want the hopper and tell you they have 3 tvs. Customer is not happy with the new rates but is willing to pay it since they are in a pco. How much is the new equipment rate?
$10 for hopper
$14 for joeys
$24 total
This is a grandfathered package that can't get a plo or pco but they typically have a cwc offer available on it.
Dish America
Your customer is upset they lost HBO, they know you got it back but they have HBOMax now and dont want to pay for both. What can you offer the customer?
HBO $12 per month for a year
Customer is frustrated they need a technician visit and doesn't feel valued since tech support told them their is a $95 fee. Your customer is telling you they shouldn't have to pay this fee. What offer can they get to not pay for it?
Dish protect roll to pay/Dish protect/ Waive tech fee.
Customer mentions they have several 4k tvs and they have dish protect on their account. However, they want to have a whole home protection. What offer can we make?
Dish protect platinum
After a customer recently right sized to the flex pack, you find out that they aren't happy they lost the show "The Incredible Dr. Pol". What channel does this show come on, and can you add it to their flex pack?
Nat Geo Wild and no its only in top200 or higher
How do you lower this customers bill?
At120+ 94.99
Hopper $15
Super Joey $10
Joey (x2) $14
Dish protect $9.99
Starz encore $6
Total $149.98
Right size, PLO, or PCO. Discount Starz Encore for 6 months. Equipment upgrade as well
What markets does Lily Broadcasting crawl takedown affect?
Puerto Rico and Virgin Islands
Customer wants to cancel due to never getting their bill in the mail. You see that they have paper billing but the customer says every time they get the bill they have two bills in one. Why is this customer seeing two bills due?
Because they missed a payment somewhere and are only paying the past due balance
The dish protect free for 6 months expired.
You see in the customer's billing tab that they order a lot of Adult programming every month raising their bill $45-65 a month. Your customer is wanting to cancel cause their bill is too high. How can you help this customer save some money on those rentals?
Offer to add a monthly subscription to one of our Adult programming content
You're unable to right size your customer. They are a 3* and just rolled out of a pco offer. They want another pco offer. Their current package is At120. What is the new rate with the offer you have for this package?
$79.99
Customer is frustrated with the Fox Regional sports take down. What alternative ways can they view this programming?
Customer is on a PV call, they tell you they want to cancel. Customer is refusing to listen to your offers, but you offer the customer a $40x12 and they seem interested. After customer placing you on hold the line drops. Do we track this as a save or Disco?
Disconnection since the customer wanted to cancel and never agreed to the offer was only interested.
Customer is wanting to remove dish protect silver. Due to the incentive you offer them a ___ to cover the costs of it for a few months.
OTC
Your customer has a hopper sling, super joey and 3 regular joeys. They are very frustrated that they are getting errors with their equipment. So you offer them a hopper 3 diu and the customer accepts how much is the new equipment rate?
$15 for dvr
$28 for equipment
Total $43
Customer is on pause currently during the call you find they are missing programming they once had with Dish. However this customer is a 2*, so you have no pco or plo. Current Credit battery shows $0. How can we assist in lowering this bill without rightsizing the customer?
remove pause see if a Credit battery appears.