ALM
Customer Service
System
100
What is Advance Local Media?
Advance Local is a media and/or news group dedicated to high-quality journalism. 
100
What is empathy?
Empathy is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their shoes.
100
What is the DTI?
The virtual database where all print subscriptions are stored.
200
What outlets do we use for media sourcing?
Under the fan, we handle newspapers, magazines, TV and radio stations, and news websites.
200
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. 
200
What are our digital platforms called? There are 3.
Piano, Cale, MG2
300
What is the publication that gave us our brand name?
The Staten Island Advance
300
What are bad examples of customer service?
As I was saying / I already told you, the system does not allow me.
Sorry ma'am / sir, but that's what we have to do.
I can't help you with that / this account is not eligible.
The thing is that -> (PROBLEM)
Unfortunately, that is not possible.
300
Where can we find a subscriber's delivery address?
In Subscriber Information.
400
Name three publications.
400
Is this a good example for PLP? Please explain.
Yes, the representative avoided expressing that the customer repeated his request and instead used positive words to move the interaction forward.
400
Where do we see if a customer made a payment?
In the Transaction Box.
500
Name all our markets.
New Jersey, New York (Syracuse), Michigan, Ohio, Alabama, Mississippi, Oregon, Pennsylvania, Massachusetts.
500
Recite the call opening.
Thank you for calling [Dot Com] and [Publication], my name is [Agent], who am I speaking with?
Nice to meet you Miss/Mr/Mrs [Last Name]. Is your call regarding your print, eNewspaper, or [Dot Com] subscription?
May I have the phone number associated to your account?
Thank you. May I verify the account holder's name and the delivery address?
If there is any email on the account:
Is your email still [email]?
If there is no email on the account:
5. Do you want to add an email?
Thank you for verifying, how can I assist you?
500
Where do we see a customer's rate?
On the Rates tab, on the Subscription Tab.