SBCA Customer Service 5 — Questions and Answers
Question 1: A customer reports that they cannot receive local channels on their satellite system. What should the representative investigate first?
- Whether the customer's dish is the wrong color
- Whether the customer's zip code is within a local channel waiver area and whether their package includes local channel subscription (Correct answer)
- Whether the customer has a smart TV
- Whether the channels are available via antenna
Correct answer: Whether the customer's zip code is within a local channel waiver area and whether their package includes local channel subscription
Local channel availability via satellite depends on the subscriber's location relative to DMAs and whether they have subscribed to the local channel add-on package.
Question 2: What is the purpose of a 'truck roll' in satellite customer service operations?
- A promotional event for new equipment
- Dispatching a field technician to a customer's location to perform on-site service or installation (Correct answer)
- A remote software update pushed to satellite receivers
- A quarterly review of service performance metrics
Correct answer: Dispatching a field technician to a customer's location to perform on-site service or installation
A 'truck roll' refers to sending a field technician to the customer's premises to diagnose and resolve issues that cannot be fixed remotely.
Question 3: Which of the following represents a situation requiring a MANDATORY follow-up call to the customer after service completion?
- Any call resolved on the first attempt
- Any case where a workaround was provided instead of a permanent fix, or where the issue was intermittent and not fully reproduced (Correct answer)
- Only when the customer requests a callback
- Only for commercial accounts
Correct answer: Any case where a workaround was provided instead of a permanent fix, or where the issue was intermittent and not fully reproduced
Workarounds and intermittent issues have a high risk of recurring; a follow-up call ensures the customer's issue was truly resolved and demonstrates accountability.
Question 4: A customer's satellite receiver shows error code 771. What does this typically indicate and how should the representative guide the customer?
- A billing issue requiring immediate payment
- A signal loss error; guide the customer to check for physical obstructions on the dish and verify cable connections before dispatching a technician (Correct answer)
- A software update in progress requiring no action
- An incompatible remote control issue
Correct answer: A signal loss error; guide the customer to check for physical obstructions on the dish and verify cable connections before dispatching a technician
Error 771 on DIRECTV receivers indicates a satellite signal problem, and basic troubleshooting such as checking for dish obstructions and loose cables should be attempted before scheduling a service visit.
Question 5: When a customer enrolls in autopay for their satellite service bill, what information must the representative ALWAYS confirm with the customer?
- Their viewing preferences and favorite channels
- The payment method, billing date, amount that will be charged, and how to cancel autopay if desired (Correct answer)
- Their social security number for identity verification
- The number of TVs in their home
Correct answer: The payment method, billing date, amount that will be charged, and how to cancel autopay if desired
Confirming payment details, charge amount, billing date, and cancellation process ensures informed consent and reduces future billing disputes related to autopay.
Question 6: Which of the following BEST exemplifies 'first call resolution' (FCR) in satellite customer service?
- A customer calls three times before their issue is fixed
- The customer's issue is fully resolved during their initial contact without requiring a callback or follow-up visit (Correct answer)
- A technician visits the site and schedules a second visit to complete repairs
- The customer accepts a partial fix and agrees to call back if needed
Correct answer: The customer's issue is fully resolved during their initial contact without requiring a callback or follow-up visit
FCR means the customer's issue is completely resolved on the first interaction, which is the gold standard for customer service efficiency and satisfaction.
Question 7: A customer threatens to post a negative review online unless they receive an unauthorized credit. What is the MOST appropriate response?
- Immediately grant the credit to avoid the review
- Empathize with their frustration, explain the legitimate options available, and handle the case based on policy rather than the threat (Correct answer)
- Threaten to terminate their service
- Ignore the threat and end the call
Correct answer: Empathize with their frustration, explain the legitimate options available, and handle the case based on policy rather than the threat
Granting credits under threat sets a damaging precedent; the correct approach is to empathize, work within policy, and resolve the underlying issue legitimately.
SBCA Customer Service 5
A customer reports that they cannot receive local channels on their satellite system.
What should the representative investigate first?