Complaints
Which icon is used to place a complaint?
Emoji
What is source used on SCNG & BANG
CustCall
For which customer I can send a Gift Card
SCNG only
What options does the customer has if they call after cut-off time?
We can offer next-day re-delivery or credit the account.
What is the Reason Code when customer complaints about not receiving the paper?
Missed - Missed Delivery
What type of note we place on DTI when we saved an account?
Save
BANG - What should we do if the subscriber calls on a Monday at 6:00 am telling us he has not received the paper?
Explain that the paper should be delivered at 06:30 am.
What reason code we used if the customer requested porch delivery and paper was delivered at the driveway?
WrongLoc
What is the Reason Code when leaving a note in DTI?
Note
#900006818 did not receive the paper this Monday, how do you address it?
This subscriber has a WDN subscription, we do not have a paper on Monday.
What is the Reason Code when customer complaints about never receiving a paper since the subscription started
NotStrtd
How can I send a Gift-Card?
Notes - Fulfill
#900006818 did not receive the paper this Tuesday, Wed, Friday, how do you address it?
Place complaint
When do we place a price Complaint?
Every single time customer complain about the price.
When should I use PriceInc note?
When there is a price negotiation resulting in a rate change, credit, or gift card to offset charges.