Customer Service
System
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 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 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
How much money do we have to work with in each account?
$40 anything above would need to be supervisor's approval
400
Where do we see if a customer made a payment?
In the Transaction Box. or financial tab
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.