Customer Service
DTI
DTI2
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
When do we leave a note?
When working with the middle tabs and also for any escalations sent.
100
What date do we put in the billing folder when making a transaction?
None
Never manipulate the date when working in the billing folder.
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 is the source?
Customer call - Always
200
How many credits per complaint can we give?
5 credits if more than it would be a non cash adjustment
300
After how many days is a customer considered a new subscriber?
30 days
300
Where can we find a subscriber's delivery address?
In Subscriber Information.
400
we have $ __ to work with in every account?
$40 after that needs to be supervisor approved
400
Where do we see if a customer made a payment?
In the Transaction Box. and 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. under Publication