St Paul
Mention 3 main newspapers from St. Paul/Michigan
Pioneer Press, Oakland Press, Macomb Daily
What is empathy? and in what senerio can we use it ?
The ability to understand and share the feelings of another.
when customer missis their paper.
In the opening script what do we ask for to look up an account on the DTI?
The telephone number.
Where can I change/add/remove email address?
Contact tab - Email
What are the 4 reasons you can cancel without connecting to an account specialist
Deceased, Medical, Duplicate, Move Out
In my drive
Provide an empathetic statement: Customer received the paper late!
I am really sorry to hear today’s paper was delivered late. I know how important is this for you…
In which part of DTI can I see their payment method?
Under Subscritpions
Where can I see the Billing Address of the customer?
Under the Subscriptions tab
At what time and where should the papers be delivered
In the driveway by 7Am
Explain what is a Premium Edition
Special magazines send out for $5.00. The subscriber receives around 5 editions during the year including Thanksgiving edition.
What is Positive Language Positioning?
Positive positioning is delivering a message in a positive way and in such a way that minimizes a negative reaction.
what are the two main reasons we will use the red light
cancel an account and vacation stop
What are the 5 ways to look up Customer account?
Phone #, Account #, Address, email, name
Up to how much credit adjustment can we give out
none we are not allow to do any credits
Explain what is the billing Fee
It's a fee for the printing and delivery of the invoice and is added to all payments.
Mention some of the benefits for a newspaper subscription
Delivery to their home, All-access subscription, Newsletters, E-edition, raffles, tickets, many offers, and discounts.
In which part of DTI do I submit a complaint?
Emoji face
In which part of DTI do I enroll customer for automatic payments (EZPay)?
Billing Folder
On Asterisk, what is wrap up?
When the call ends the time that is counted before the next call.
Explain what is EZPAY
EZPAY means we can enroll customer credit/debit card to be charged every billing cycle. They can still be subscribed to the paper and not be charged invoice processing fee.
Mention Opening Script
Thank you for calling the <paper name>. This is (YOUR NAME). to better assist you, may I have the phone number associated with your account?
In which part of DTI do I change the delivery address?
Moving Truck
In which part of DTI do I change the frequency of delivery?
Calendar (Change of Frequency)
CALL IN PROCESS TRANSFER