Customer-Nominated Great Jobs

APRIL 2014

KATHRYN GONZALEZ
Thomas was so unexpectedly wonderful. I am happy to say our faith in DIRECTV is renewed. When he arrived early even, he had our TV back working in less than 15 seconds. Then spent the next more than 30 minutes answering our questions and talking with us.

STACEY GUTHRIE
Matt found the problem with our system; it was pointing into some trees. He then moved the dish and completely reran all the cable where it looks 100x neater now. After that, he explained to me that the system wasn’t “grounded” and why it needed to be, and then he did that work as well and told me my system was now up to code. This technician and his trainee were both very professional and courteous workers. Thank you for sending them out to my house. If all of your employees are like this, you will continue to have satisfied customers like this one. Sincerely,

Stacy Guthrie – a happy DIRECTV customer

DEBBIE MALONE
On Saturday, April 5, one of your Technicians visited my home to service my DIRECTV. In addition, I had previously spoken with you regarding the issue I was having.
I would like to take this opportunity to thank you and Austin for your commitment to exceptional service and customer relations. Austin was extremely polite and told me every step he would take while trying to resolve my satellite issues. Not only did he complete the service issue, but he went way beyond by addressing an outstanding issue that had been unresolved.

Austin’s attention to my problems will go a long way toward my keeping DIRECTV as my cable provider. I trust DIRECTV knows what classy men the two of you are. If not, have them call me. I will be glad to let them know.

ANDREA TAYLOR
I received a call from Ms. Taylor today to let me know she really appreciated Todd’s care and attentiveness while working on her house.

She stated that Todd listened to her concerns, devised a plan to fit her requests and walked her through it before starting his work.

Todd’s willingness to go that extra step and exhibit patience while listening to the customer’s concerns is a great example of what customer service is meant to look like.

CLINT FORAN
I wanted to let you know how happy we were that Josh was the technician that came to our house. We were having an issue with our DVR, and not only was he able to replace that, but he also was able to replace cabling on the outside of our house just to make it look nicer. On top of all that, he also noticed out save the date card for our wedding and congratulated us and wished us luck on our marriage!!!

TAMMY CLOW
Very professional. I do daycare and he had to walk around kids and listen to them ask questions; he answered their questions and joked around with them. He explained everything and answered my questions, as well. Cleaned up after himself and was surprised all my lights got shut off when done. Great job, well done.

AMANDA SGRAZZUTTI
Gene was so helpful. He even helped the Charter guy run a line for our internet, so it could be where we needed it. And he waited for the cable guy to get done, so he could show us all the benefits of being connected even though he was done.

CHARLES WILSON
Excellent service performed by Luis. Extremely nice and helpful. Good sense of humor. Educated us about the problem and how to resolve the issue, if it occurs again.

JEFF MASON
We’ve always had good service from DIRECTRV. I’m pleased the technicians who responded to our call (we had a lightening strike) were DIRECTV employees instead of contractors. Happy employees reflect good management. There has evidently been change in management because the employees had the right tools and enough supplies to perform their job. It’s obvious DIRECTV has increased the technical staff and is making sure they have equipment to do their job.

We were very pleased the technicians were local instead of having to drive in from other areas. Even though DIRECTV is a national company, it’s nice to know local people are employed by the company.

What started out as an equipment replacement due to a lightening strike turned out to be a major overhaul to bring us up to DIRECTV current code.
The wiring strung between buildings was replaced with buried cable. The old satellite dish was replaced with a new one and relocated from the top of a building to ground level (not sure I like that; but, they were so darn nice about explaining why it had to happen that way so I couldn’t be upset about
it.) All the old wiring was replaced.

Jason (TX045564 lead tech) and Justin (TX047413 – in training) were very professional, both spoke kind words about working for DIRECTV, and they took every hurdle they came across out here with grace and dignity.

Employees such as these two exemplify the persona DIRECTV strives to maintain – customer friendly, professionals at all levels, and experience. I hope whoever reads this will give these two young men the recognition they deserve for a job well done. Our thanking them was one thing. Recognition from their employer validates their importance as a critical part of the customer service relationship.

JEFF MASON
We met Justin when he accompanied Jason (TX045564) to our ranch today. What was supposed to be an easy lightening strike equipment replacement turned into a complete overhaul to bring us up to DIRECTV’s code.

I put most of my comments under Jason (TX045564)about their exceptional customer service skills; however, Justin deserves separate notification because he is new to the company.

He spoke highly of the training both in the classroom and out in the field.
He was proud to be a DIRECTV employee. He said he supports the principles of the company to provide above average customer service.

He said his training class was quite large and it’s obvious (to me) that DIRECTV is finally staffing to use employees instead of contractors.
Employees buy-in and support a company more than paid contractors. Yes, there is a fine line; but, a line all the same.

Justin was so proud of the job he and Jason were doing for us today. It wasn’t anything he specifically said, although I was very interested in how he felt about DIRECTV as an employer because a happy employee normally is reflective of supportive management. He’s very happy in his decision to be a part of your team.

So, your management must be doing something different than they did a few years ago because the climate is different for your people in the field.
They had the right equipment and supplies for the job.

I think Justin is going to be even a more amazing member of your team as he gains more experience in the field. He already has the technical and customer service skills.

Kudos to young Justin and kudos to the new management who is making it easier for the technicians to do their job which directly impact customer service.

Well done!

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