Title Page
Engineers name
Engineers Tech Number
-
Conducted on
-
Prepared by
Expectations and Information
Expectations
-
We want to provide the best service in the country, in order to do this there are some minimum
expectations of what you need to do in your role for our customers.
This expectation is not exhaustive and may be subject to change at any time in order to provide this level
of service.
1. The ETA
• Ring the customer the night before if working, or before 9am your first work day and provide a
2hr window
• Ask the customer if they have received their SKY Q Hub, is it installed and up and running? (If not, ask
them to follow the instructions and setup in preparation for your visit)
• Check if the customer has received their new viewing card in the post
• Ask the customer to download the SKY Q App onto their tablet, you will explain more when you arrive
• On the day, if you’re running late /behind update the customer and keep them informed, also give them
a courtesy phone call to let them know you’re on the way – Keeping your customer informed will help with
NPS &CSAT results
• It is good practice to have as much knowledge as possible prior to a visit so you are prepared
2. MFT Compliance
• Before travelling to any visit select on route
• When you arrive at your visit select on site
• Complete a thorough risk assessment prior to starting any work at the customer’s property
• Discuss all aspects of the installation/service visit with the customer before starting any work, including
where all drilling is required to take place
• On service calls, you must identify the correct fault and detail this on your MFT device in the drop down
box. Once the service call is completed you must also select the correct actions you have taken to repair
the system.
• You must sign off the visit as complete before moving onto your next visit
3. Arrive On Site
• Smile and introduce yourself, remain polite and professional at all times and in full uniform with ID Badge
clearly displayed.
• Check with the customer as to where they intend to have the STB(s)
• Check the Sky Q Hub is installed correctly and up and running
• If the Hub is not installed then you will need to do this before you do anything else, whilst the router is
settling ask about the dish location etc.
• Once everything is up and running and you know where the STB(s) are going, you should perform a Wi-
Fi check throughout the house with your Sky master 3
• Start at the router then move around to where the boxes are going to be located to check you are
receiving a good network coverage. (Your meter refreshes every 30 seconds so ensure you take your time)
• The Sky Q silver box would be suited in a room with the best Wi-Fi signal, carrying out your checks in
advance will confirm the ideal location.
• If there is poor Wi-Fi coverage in a room where the STB is intended to be Installed, you may need to
consider installing Sky boosters
4. External Work
• In most cases you will be required to change the dish and install a new LNB, if no dish access is
possible but visit can go ahead escalate to your TM.
• As per working practices if the current dish is old, discoloured or dented in any way then this should be
changed to provide the best service for our customers
• Always check the cable for breakages/barrels and replace the cable if necessary (if new cable cannot be
used then this must be escalated to your TM)
• Always change the F-connecters at the dish to the new style connecters
• Perform a data logger at the dish end
• Ensure that all entry/exit holes are sealed with sealant and a burst plate is used if required
• Ensure that the eyebolt hole is capped
• Old dishes/cable or any other rubbish must be removed from the customer’s property
• It is mandatory that NO stock is left with a customer for an independent company to install
5. Internal Work
• Ensure all grommets are inserted on exit/entry holes
• Check/change to new F-connecters and perform data logger where the STB is going to be installed
• Once all data loggers have been completed upload and attach to the job sheet (There should always be
2 separate data loggers)
Installation - Please refer to the iKnow 2 article Sky Q Installation guide for the correct process to follow
Troubleshooting
• If there is more than one mini box, go the closest room to the Hub or Sky Q box. Avoid starting too far
away, this helps create the Wi-Fi hotspots from the start and a strong connection throughout.
• Connect to the network using the directions through the box, then WPS the router to make sure it
connects on 5Ghz.
(Using the WPS button to do this initial connection has led to problems with it only connecting at 2.4 GHz)
• In some instances a message may come up stating there has been a problem connecting. Let the box
restart, when it reboots follow the steps to connect it to the network once again.
• It has been found that connecting to the Q silver seems to work better than the router but not a
necessity if it's out of range.
• If the box starts up with “press WPS button on nearest box" then simply go to the nearest device and
hold the WPS down.
• Do not try and perform software downloads on mini boxes simultaneously, it will kick it out on all boxes,
do them one by one
• Once all the STB(s) are connected use the chrome app to check the devices and the mesh is all good. If
they are connected and green, then it's a good network. If any connection is red or Amber consider
moving boxes or putting in a booster.
The Showcase
• Consider starting the showcase whilst the mini boxes are performing their software download – this is
also a great time to find out what other channels your customer may or may not have signed up for
• Tailor the showcase by showing the customer how Sky Q works
• Ask questions around what the customers’ reasons were for choosing Sky Q
• Find out what the customer likes watching the most by highlighting their interests and how best to
navigate to them
• Install the Sky Q App and the MySky App onto their home devices such as iPads and phones
• Show the customer the lost remote beeper button
• Mention fast forward on to guide performs a 24-hour skip.
• Demonstrate and promote additional apps available including photos, sports updates and music
ACE
• Ensure you are up to date with the latest offers for ACE by visiting https://our.intranet.sky/
HomeServiceACE/
• Highlight the offers available for channels the customer has not already signed up for
• Can they benefit from a touch remote if they only have a 1TB installation
• Finally leave the customer with Sky Q booklet and the NPS leaflet highlighting the survey.
Information
NPS
-
Build rapport with every customer from the
point where you set an ETA, to when you
first arrive on sight to
the moment you leave them. Don’t be afraid
to tell them how good you are and what a
great job you have
done and what a great place to work Sky is.
Walk the customers through the work you
have done to
showcase the quality of the installation/
service. If a customer has had a bad
experience, apologise and
remind them of the great things we do/you
do and have done. Always carry the new
NPS cards and give
them to every customer. Always ask the
customer if there is anything else that you
can do for them and if
they are happy with the service you have
provided. Explain what they are and why it’s
important they
complete the survey based on what you
have done on that day.
ACE
-
ACE is all about adding customer
experience and value whilst on site. Keep
up to date with all the latest
offers on the Home Hub and I Know 2 and
ensure you speak with the rest of the team
and understand
what is available. Check every customer
current packages and see what you can
offer then as an upgrade
to enhance their viewing pleasure. 8 out 10
upgrades now cost the customers less and
this makes it more
of a wow for them. Understand your
customers before you get there. Look for
the easier items to begin
with. Things like Mini boxes, Ultimate on
Demand, Box Sets, Sky Go, Remotes and
then look at
packages. The minimum target is 10%
Conversion rate. However, you minimum
expectation is that you
should be having a conversation with every
customer. Ace is a fundamental part of your
role.
SM3 Compliance
-
At every visit, access the dish and run a
Mini Logger and ensure it passes. Upload
this to your IPAD. Run
a data logger at the dish and ensure this
passes and upload this to your IPAD. You
are then required to
run a data logger at the cable end and
upload that to your IPAD as well. If at any
point any of these are
not done, the whole visit is not compliant,
this must be escalated whilst on site.
Ensure that you use the
mesh tool inside the property. You have
been supplied 2 copies of the Best Practise
Hints and tips today
which give some valuable guides to this.
Make sure you read them along with
articles on the Home Hub,
IKnow 2 and the Taps web site. Likewise,
when new software and channels plans ae
released for your
SM3 meter you must update them
immediately. All components for your SM3
meter are available to order
and should you require these you need to
request them from your team manager
Completions
-
Set a realistic ETA with every customer
which is suitable with them. If the customer
is not in when you
arrive, escalate to your Team Manager and
leave an out card and arrange to go back
later in the day. For
all visits which you feel cannot be done for
Line of sight issues or H & S impossible
issues, escalate to
your Team Manager including photographic
evidence. In addition to this, communicate
with the SE
engineers in the region and take advice
from them. Likewise ask other engineers in
the team to visit the
customers property and give a second
opinion. At no point can you cancel a visit
without prior
authorisation from a Team Manager. Once
approved an S03 Daily Update file must be
sent including the
visit number and a photo of the property
along with details of the issue incurred.
All cancellations must be done on the day.
The cannot be parked over night and
cancelled the
following morning.
Revisits
-
Ensure 'Best Service' process is followed at
all times and if there is any reason this
process cannot be
followed this must be escalated to a team
manager on the visit at the time. Ensure you
thoroughly discuss
the visit with the customer prior to any work
taking place and explain all work
completed.
Failure to follow 'Best Service' is a conduct
issue and will be dealt with in line with the
company
conduct policy
Review Periods
This document will last for a period of 13 weeks. At weekly intervals, I will review your current levels of development and give honest and open feedback. In addition I will provide ongoing coaching and support across all areas of your development. At the end of each review period I will set you realistic targets to achieve in line with your ongoing training. Weekly reviews will be held either face to face of via a telephone call. You are expected to meet the required targets as set out in your development plan and within the targets set in this document. As part of these review periods you will be required to give feed back on what you have achieved and what additional training you feel may be needed to enhance your skill sets.
Review Periods
WEEK 1 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 2 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 3 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 4 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 5 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 6 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 7 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 8 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 9 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 10 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 11 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 12 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
WEEK 13 Review
-
Select date
-
How was this meeting conducted
Whats Gone Well
Progress Against Objectives
Concerns Around Attendance, Performance & Behaviours
Expectations Moving Forward
Support Measures or Adjustments
Additional Comments
-
Add media
-
Add signature
-
Add signature
-
Add media
