Policies
What options do we offer to subscribers if they call to alert they did not receive the paper.
Depending on the time We can redeliver or credit.
Mention the script.
Standard Script
Opening:
1. Thank you for calling nj.com and The Star-Ledger, my name is …. who am I speaking with?
2. Nice to meet you Miss/Mr/Mrs [Last Name]. Is your call regarding your print, eNewspaper, or nj.com subscription?
3. May I have the phone number associated to your account?
4. Thank you. May I verify the account holder's name and the delivery address?
If there is any email on the account:
5. Is your email still [email]?
If there is no email on the account:
5. Do you want to add an email?
6. Thank you for verifying, how can I assist you?
Closing:
1. Recap
a. [i.e.] Besides helping you out with [issue],
2. […] Is there anything else that I can help you with?
3. Thank you for calling, have a great day!
What are the five ways to look up an account?
Name
Account
Phone
Address
Email address
Where do we modify customer information?
Occupant tab - Modify
Where can i find information I need fast ?
General Info ADVL : known as quick links
Mention some of our tools:
Citrix, Inconcert, Naviga DTI, Zimbra, cale and Piano
where do I a complaint for a missed delivery
Complaint Icon or fucci face
Where do I input fro a Delivery Request?
Occupant tab - Modify - Request
What is our Vacation Policy?
Can only be placed for 6months- no vacations packages available. And no credits for going on vacation because they will still be able to see the online.
what is the source:
Source is customer call or custcall always
How much money do we have to work with in each account?
$40
Where can i see the billing information
Financial and Transactions
How many weeks are required to be considered a new subscriber?
120 days to be considered a new subscriber. or 4 months
Explain what is a premuim edition
A premuim edition is a Thanksgiving edition magazine with coupons and ads in it and costs $7-$10 .
Where do we leave a note transaction?
Note icon
Where can I update delivery instructions on customer's account?
Occupant tab - modify - request
Where are we located?
Mexico, Sonora
What are: TMC/EMC?
A TMC is only delivered to non-subscribers of the newspaper; thus, when combined with the Sunday newspaper circulation, a TMC will effectively deliver 100% of the market.
EMC: The only difference between the two is that EMCs are sent to non-subscribers while TMCs to both sub and non-subscribers.
Where do I make a Payment?
Payment Icon - checkbook with a pen
show on DTI how to add a billling address
working on DTI