course 1, module 1: welcome to directv...6 course 1, module 1: welcome to directv vision, mission...

Course 1, Module 1: Welcome to DIRECTV

Version 1.0.0

Technician New Hire

Introduction

3


Welcome!

Your journey begins now...Technician New Hire Courses

∎ DIRECTV Overview ∎ Activity Preparation ∎ Arrival and Assessment ∎ Installation (Outdoor and Indoor)

∎ Closeout and Customer Education

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Icebreaker

Get to Know Your Instructor and Classmates

Joining the DIRECTV Team

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Vision, Mission and Values

∎ Vision: Make DIRECTV the best television experience in the world.

∎ Mission: Transform the media landscape through a compelling and diverse combination of content, technology, and service-making DIRECTV the clear choice among consumers.

∎ Values: Leadership, Innovation, Decisiveness, Agility, Teamwork, Integrity.

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The DIRECTV Promise to Our Employees

∎ Deliver the best experience every day ∎ Build an environment where employees are appreciated and rewarded for top performance

∎ Provide an exceptional workplace

∎ Foster a culture of honesty, integrity, teamwork, and innovation

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Why Did You Join the DIRECTV Team?

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Video: A Day in the Life of a Field Technician

DIRECTV Company Overview

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Who We Are

∎ DIRECTV is one of the world’s leading providers of digital television entertainment services.

∎ Headquartered in El Segundo, CA ∎ Offices in New York, NY and Denver, CO ∎ Broadcast Centers in Colorado and California ∎ 6 Customer Contact Centers and 2 Sales Offices throughout the country

∎ Internationally in Latin America, servicing Venezuela, Argentina, Chile, Colombia, Puerto Rico, Brazil, & Mexico

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O&O, HSP and SBCA

∎ O&O = Owned and Operated ∎ Service centers owned by DIRECTV ∎ Performs installations, upgrades, and service work

∎ HSP = Home Service Providers ∎ Service centers not owned by DIRECTV ∎ Contracted with DIRECTV to perform installations,

upgrades, and service work ∎ SBCA = Satellite Broadcasting and Communications Association

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Brief History

∎ 1990: Founded ∎ June 1994: Launched service ∎ November 1995: One millionth customer ∎ September 1998: First coast to coast demonstration of HD ∎ July 2001: Ten millionth customer ∎ November 2001: Added sixth satellite that delivered local programs

∎ October 2005: Fifteen millionth customer ∎ January 2006: 100% Ownership of DIRECTV Latin America

∎ 2007-2008: Expansion to become leader in HD

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Brief History

∎ July 2008: Formed Home Services Business Unit (O&O) ∎ 2010: Whole home DVR introduced ∎ 2011: nomad, iPad App introduced ∎ 2012: DIRECTV Everywhere, Genie launched ∎ December 2012: Twenty millionth customer ∎ May 2014: Plans announced for AT&T to acquire DIRECTV

∎ September 2014: Stockholders approve merger with AT&T

Training Outline and Materials

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Technician New Hire Outline

Five Courses in the New Hire Training Program1. Welcome to DIRECTV2. Activity Preparation3. Arrival and Assessment4. Installation (Outdoor and Indoor)5. Closeout and Customer Education

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Technician New Hire Materials

∎ Participant Workbook ∎ Tech Tips ∎ Job Aids ∎ DIRECTV Online Center of Knowledge (DOCK)

∎ DIRECTV Installation Resource Guide (DIRG) housed on the DOCK

∎ Hands-On Equipment (Handheld, ODUs, etc.)

Module Wrap-up and Review

DON’T JUST WATCH TV. DIRECTV.®

course 1, module 1: welcome to directv...6 course 1, module 1: welcome to directv vision, mission...

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