By stating that this is something youre

doing personally, the customer will feel

reassured by the authoritative service they
received and not feel like it was impersonal
or mechanical process.
Mr./Mrs. Customer, Im going to
go ahead and schedule a service
call for you today
Congratulations on your new HD TV
purchase! I definitely can help you program
the remote so you can control the volume to
the new TV.

Id be more than happy to help activate your
replacement receiver, Ms. ??. May I please
ask a few questions to gain a better
understanding of where we need to begin?
Engagement
Ms. ??, I know it has been a disappointing
experience to have no DIRECTV
programming while waiting for the receiver
replacement, but we will have it activated
quickly.

I am happy to assist you resolve a snowy
screen. Lets work together to fix this right
away so youre not missing CSI.
Providing Reassurance
Its my pleasure to look into this for you
Mrs.________. I know exactly what you are
referring to when you say you see an error
message on the screen.

Id be more than happy to walk you through
the steps to program your remote to your TV,
Mr._______.

Courtesy
I can send you an email of the steps we
took to resolve your snowy screen.

To resolve a 711 message Im going to
resend authorizations to the receiver to get
programming back.

Mr._____, I have noted your account that
we resent service authorizations to the
receiver ending in 0502 and programming
returned.

Extend Choices
The Power of
YES