SBCA Customer Service 5

Question 1

A customer reports that they cannot receive local channels on their satellite system. What should the representative investigate first?

Accepted Answer

Whether the customer's zip code is within a local channel waiver area and whether their package includes local channel subscription

Answer

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?

Accepted Answer

Dispatching a field technician to a customer's location to perform on-site service or installation

Answer

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?

Accepted Answer

Any case where a workaround was provided instead of a permanent fix, or where the issue was intermittent and not fully reproduced

Answer

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?

Accepted Answer

A signal loss error; guide the customer to check for physical obstructions on the dish and verify cable connections before dispatching a technician

Answer

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?

Accepted Answer

The payment method, billing date, amount that will be charged, and how to cancel autopay if desired

Answer

Confirming payment details, charge amount, billing date, and cancellation process ensures informed consent and reduces future billing disputes related to autopay.

(SBCA) Satellite Broadcasting and Communications Association Certification Practice Test

(SBCA) Satellite Broadcasting and Communications Association Certification Practice Test

SBCA Customer Service 5