Rate Changes
What Icon is used for when Subscriber is requesting a lower rate?
Billing Folder
Which icon is used for a Delivery Schedule Change?
Calendar Icon
Describe a Temporal Stop.
When placing a Temporal Stop, it will stop the account for a period, meaning paper will not be delivered during that time.
Which icon is used to Cancel accounts?
Red Light Icon
What Reason Code do we use when lowering subscriber’s rate?
RateChg
What date must be placed on Effective Date for a delivery schedule change?
Next available Delivery Date
What happens if customer receives the paper during a Vacation Stop or Medical Stop?
If customer receives the paper during a Vacation or Medical stop we will place a complaint for FailStp.
What is our refund policy?
Requested Refund box only to be checked when the subscriber has a balance left over $5 and is requesting a refund, usually done when they are not canceling at their expiration date. We should not offer it proactively.
TX: As Customer Service Reps we have the ability to lower the customer's rate by…
$0.50 - $0.75 from weekly rate
What is the Reason Code we used when doing an Upgrade or Downgrade?
ChngFreq - Change Frequency
What is our Vacation Stop policy?
The first 30 days are not credited
They still count with digital access.
After 30 days digital access stops and the account gets credited.
When canceling an account, what date do we select in Effective Date?
Accounts must be stopped on a delivery day. Always try to stop at expiration date.
CT - ATU: As customer services Reps we have the ability to lower the customer's rate by…
Offering 1st stop save price point
What is the difference between an upgrade and downgrade?
When the subscriber wishes to add more delivery days to its actual schedule, that is an Upgrade. When the Subscriber wishes to remove delivery days to its actual schedule that is a Downgrade.
Can we do Temporal Stops for more than 30 days?
No. For temp stops more than 30 days, offer digital. If the customer denies they need to call before 30 days to place another vacation or cancel as Season Perm Stop.
As customer service you can only cancel?
Apply a Rate Change on the DTI
Use DTI
Do a Delivery Schedule Change
Use DTI
How many days can we hold or donate the paper (only CT - ATU)?
14 days.
Cancel on DTI for Deceased
Use DTI to process the cancellation.