Digital
What is e-Edition?
It's the exact replica of the printed paper.
What are our payment options?
Customers can pay with a credit or debit card over the phone or by using their online account, and can mail a check. check over the phone
What is the Source
CustCall
Where can I check to see if Premium Edition was charged?
Rates, Financial, and Balance
what icon do i change the address
tuck icon
What are Obituaries?
A notice of a death, especially in a newspaper, typically including a brief biography of the deceased person.
Explain what is EZPAY
Customers are automatically charged for their subscriptions. They are subscribed to the paper and do not pay the invoice processing fee.
Which icon is used to place a vacation hold?
Red Light
Where can I add a new email to the account?
Contact Tab
What icon do i use to do a non-cash adjustment and up to how much can we use?
payment icon and we have up to $40
what is a piano account?
a piano account is created by customer online only.
What is the Grace Period?
Paper deliveries are not stopped to allow customers time to pay after the account reaches its expiration date. If not paid, accounts begin to generate a back balance.
Which icon is used to make a non-cash adjustment?
Checkbook icon
Can I send a message to the carrier?
yes through the complaint emoji
When is a card on file charge?
5-10 days prior to the expiration date
Mention some of the benefits for newspaper subscription
Delivery to their home, All-access subscription, Newsletters, E-edition, raffles, tickets, many offers, and discounts.
how long for a refund to be refunded?
3-4 weeks
Which icon is used to make an delivery schedule upgrade?
Calendar
Where can I update delivery instructions on customer's account?
Occupant tab - modify - request
Before placing any transactions what must i do after verifying the account?
Read DTI before placing any complaints.
if its only online where do i search for the account?
Piano-inside citrix
When is a subscriber a new subscriber?
after the 120+
Which icon is used to updade their credit card information?
Billing Folder
Which icon is used to opt out from Premium Editions?
Billing Folder
Read the script.
Standard Script
Opening:
1. Thank you for calling nj.com and The Star-Ledger, my name is Alex 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!