Solving One Satellite TV Crisis At-a-Time

Johnny B here, with more adventures in satellite TV phone rep’ing. My job is all about getting people hooked up to their satellite service and keeping them informed and happy. Sometimes people just need a little nudge in the right direction — where to find the satellite channel listings or where in the manual it says how to use the parental lock function.

Of course, when there’s a problem, you’ve got to get them connected with the people who know how to fix things, but when the big game’s about to start, a new Direct TV customer has problems and five of his friends over, he doesn’t want to wait for you to get him hooked up, he just knows he’s missing the big event.

“It’s not working” said this one particular caller, really bummed about missing the Superbowl pre-game show. “I keep pushing the on button and nothing’s happening!”

It’s funny how it’s always people who just got their service installed who have problems like this. I call it the ‘breathless’ factor. They’re so excited over their new universe of satellite selections that for a few days, common sense goes right out the window. Still, you got to love these folks; they’re just in the Direct TV honeymoon period.

Fortunately, there’s me — I can diagnose the simple stuff like a doctor looking at a kid with a runny nose. I take a deep breath, try not to giggle, and tell the guy to try changing the batteries. See, these folks are so excited with their new satellite TV that sometimes they just yank out the batteries out of their VCR remotes or whatever else they have lying around and plug ‘em in to the satellite remote. Most of those batteries are on their last legs anyway.

I waited on the line until I heard the guy’s buddies cheering. When he got back on the phone, I told him to have a nice day and enjoy the game. For me, it was just another day in the office, making customers happy, solving one satellite TV crisis at a time.

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