Tier 1

Building Rapport

100

How should our tone sound?

Upbeat

Warmth, Welcoming

Pleasant

Soft 

200

Customer is Irate. What should I do before building Rapport ?

Provide Empathy and Reassurance.

All through the call.

300

What does Actively Listening mean, while asking Building business Rapport Questions ?

Acknowledge customer feedback (before jumping into the next step of the call flow)

Make the call conversational

Show interest about their business 

400

Which Questions should we ask when it comes to building Business Rapport about Directv for business ?

So far, How are you enjoying Directv for Business programming ?

Are you ready for the NFL season ? What is your favorite Team? (engage into asking if ready to enroll with NFL Sunday ticket Package and Redzone package)

500

Great Job 500 pts 

or 

Come back stronger

Listening a random call to celebrate your building rapport and pitching NFL / Redzone 

Billing

100

My Bill is too high !

What should I reviewed ?

Which Question to ask ?

Any Past due amount?  When the last time the bill was at $0 ?Any credit lost ? 

I can definitely assist you and change your package for another one that meet your budget.

If disagree, warmth transfer to loyalty (less than 1 min on hold) 

200

I want to cancel my services ?

What should I say, What should I propose?

Empathy: I'm sorry to hear that, May I know the reason why ?

Is there something i can do as changing your packages ? 

If customer declined, warmth transfer to loyalty to proceed Services disconnection.

300

Past due or level 1 and customer requests an extension ?

What should I Do ?

Remind to the customer bill due date 

Propose to set up Autopay to avoid any disconnection in the future ?

Ask for a payment or which time we can follow up ? check with TL/TM to remove Lvl1

Extend Cutoff 7 days (14days with TM approval)

400

Customer is asking what should be their Monthly Bill ?

Where should I Go, What should I Do, What should I Say ?

1. Go To Stms F1 for pricing, Review F6 for any credit (or 360)

2. Calculate all charges - credit

3. Educate: Your monthly bill is due every month on the following date__ for $

500

Do I close my case if:

I send the customer an invoice and we still having a past due on the account ? 

I provide an extension ?

I send an invoice and customer didn't receive it 

The Customer Still irate but the issue is resolved ? 

NO, NO, NO 

DO NOT CLOSE 

FOLLOW UP !!!

Programming

100

Thursday night, Which Game is on for Zip code ___  ? 

sports.directv.com

200

NFLST Channel test ? 

NFL SUNDAY TICKET Test Channel number is 9549 (available August 15 - October 1, 2024)

300

Game doesn't play, black screen, Directv logo?

What should I say, What should i asked, What should I do, Which Resolution ?

I know how it's important to get your games on for your client (Bar), let me see what's going on to provide you with some feedback. 

What do you see on screen any error code ?

No error code: Blackout verbiage.

sports.directv.com , Tvpromise.com

400

721 OSD or 771 OSD on a Sports channel ?

Where to find the troubleshooting Steps?

Teams > Happy HourZZZ > Use of Tools

Teams > Midnight Train > Use of Tools

500

Channel missing , 771 OSD on 1 channel

What are my options ? 

Review Rio Caddies, Local channel , 

directv.com/forbusiness, Tv promise.com

sports.directv.com, 

link center > Local Channel Availability (Satellite) 

link center > Channels and Packages Tool - Commercial 

Troubleshoot

100

722 OSD, 

What Should I do?

Educate Customer

Option 1 Resend authorization

Option 2 Reset the Box

Option 3 Swap the access card

200

721 OSD 

1. Bill is current no levl 1 or 2 disconnection , minimum serv

2. Does the channel belong to the package?

3. HD component missing

4. Rsd auth, Reset the box 

300

771 OSD

Educate: Issue with Satellite Dish 

how many TV, How many channel impacted?

Unscrew coax, unplug the power (30 sec), remove dust on the coax, screw back, plug back the power.

if step 2 at 0% or come back at 771Osd > Serv call

400

775 OSD

Educate: Problem with the swim adaptor

how many TV, How many channel impacted?

Full outage, do you know where is your Swim adaptor? if yes check the light and reset the tuner.

If not Unscrew coax, unplug the power (30 sec), remove dust on the coax, screw back, plug back the power.

if step 2 at 0% or come back at 775Osd > Serv call

500

Troubleshoot failed, dealer on the account, What should I do ?

If account authenticated, Share Dealer phone#

propose a warmth transfer, and reassure I will Follow Up

Recap and brand the call

Reach dealer > Assign case to dealer > Add case# in my 360 Notes Follow ups

everything & anything

100

Customer wants to process a payment, what should I use in priority?

Call Vu Credit card or electronic check?

Receive code by phone or email

Read Disclosure 

200

Customer in Collection, or declined Call vu ?

Which Two Disclosure should I use ?

Since the agent processed the payment using STMS. There are 2 RCC’s that he needs to deliver.

1. DIRECTV will charge the amount you authorized to the payment method you provided or selected today. If you later wish to cancel your bill payment, call the customer support number on your bill. Keep in mind that cancellation is not immediate, and your payment may process before it is cancelled. Please answer "yes" if you understand and accept these terms. (Agent was able to deliver this with no problem)
2. The credit/debit card information you provided today will be placed on file and kept secure to make your payments. (this is the call out, agent was not able to deliver this in this call)

300

Bonuses : Where to find the information ?

Team > Happy hourZZZ > Bonuses 

400

How to follow up my open cases ? What to do ?

Use 360 notes : to know which case I should call back in priority and on which date.

Inform my teammates in the main chat, I'm doing some follow ups.

Go on available only 1 min to get into the case, dial the ph # and go back on queue. Before the end of the call use the icon on the right after call to reach the next open cases. 

500

10 days challenge, 

Team Efforts: AHT at 600 by the end of August.

Surprise on me !!!