Week 1 Directv Recap.

DIRECTV CARES

100

What does the acronym CARES stands for?

C - Customer connection

A - Be accountable 

R - Research & Discovery

E - Be the Expert

S - Summarize

200

Build the value of DIRECTV and customize the solution. Is what CARE behavior?

Be The Expert

300

When you are being the customer's advocate what care behavior are you showing?

Be Accountable

400

Is CARES and the metrics, works hand in hand or are they different.

Works hand in hand

500

What happens to a customer if you connect with them?

They will feel comfortable to allow you to resolve their issue.

Directv Product Knowledge

100

What are the types of services that we will be dealing with on a daily basis?

Directv ( satellite services)

Directv (via internet)/ Directv stream

200

Where can customer go to do miner troubleshooting steps?

Directv.com

300

What is the name of the packages that directv offers?

Entertainment

Choice

Ultimate

Premier

400

What directv package offers free Max as long as the keep the services?

Premier

500

What is regional sports fee?

The Regional Sports Fee helps to cover the cost of bringing you:

• Sports directly from a major league.
• National channels like the Big Ten and SEC Networks, that cover some of the most highly followed college athletic conferences.
• Regional Sports Networks that provide coverage of local or regional sports teams, both professional and college.

AER

100

What does AER stands for?

A - Acknowledge

E - Empathize 

R - Reassure

200

What is reflective listening?

Reflects the other person’s thoughts and feelings back to them in your own words.

300

Why is it important to display active listening?

It is important that we display active listening because it allows the customer to know that we are listening to them.

400

What does FFF stands for?

Feel

Felt

Found

500

Provide an AER statement if the customer mention that that their bill is really high?

Waiting on your response!!!!!

Directv 360

100

True or False

Directv is our main system.

True

200

How do we authenticate a Directv stream account?

To authenticate DIRECTV (via Internet) or DIRECTV STREAM customers, ask the caller to verify the first name, last name, and full billing address (house number, street name, city, state, 5-digit ZIP Code, and apartment number) on the account.

300

If the customer cannot verify a directv stream account what is the next step that we should follow?

Go to OPUS and send a one time pin.

400

True or false

We should never authenticate an account 

False

CPP Alert!!!!!

You should always ask the customer to authenticate their account before providing any information to them.

500

What are the ways you can use to authenticate a CRM account?

4 Digit pin

Asked for the security pin

Make an outbound call.