BBTT North Region Field Coaching Document

This field coaching document supports BBTT technicians during customer visits. It guides the first five minutes, preparation, use of Glympse, visual checks of drop cables, mindset and presentation. During the visit, it covers explaining steps, troubleshooting workflows such as LAMA, customer involvement, care for the home environment, and continued use of Sky Factor tools. The final section focuses on closing actions: demonstrating work (e.g., master socket changes or speed improvements), setting next steps, educating on NPS and ACE opportunities, and capturing signatures. Health and safety compliance and continuous risk assessment are emphasized throughout to deliver a world-class customer experience.