CHAT TEMPLATES

Hi! Thank you for contacting Customer Service! My name is Lennie. How can I make your day better?

Home delivery- May I have the delivery address with zip code on your account?

Do you have the account number?

May I have the phone number on your account?

WAITING SPIEL

I'm sorry about the wait. Thank you for your patience

Hi, are you still there?

Thank you for that information. Please stay with me, while I'm pulling up the account, thanks.

Please give me a minute or two, for me to process your request. I'll return once I'm finished.

ACKNOWLEDGING SPIELS

Absolutely, I’d be delighted to assist you with that.

I am glad that you reached out to us for assistance with your subscription.

Certainly, I am more than happy to help you!

Question Great question. I would be more than happy to look into that for you.

I personally understand your concern. I, myself would definitely feel the same way too.

After reviewing on your account, it shows that

EMPATHY SPIELS

I sincerely apologize for the inconvenience this matter may have caused you

ON GOING/ MULTIPLE REPORTING- As I can see here, evidently you are giving us a call multiple times to report the same issue over and over again and I am really sorry that you are experiencing this kind of inconvenience on your end. I do understand this continued frustration.

I, myself, paying for something that is one of my daily routine, would feel the same way too if I am not receiving the service that I deserve and if I am not receiving what I am paying for.

But I hope you trust us with what we are doing, as we are doing our best to get this resolved

I know you value you time and we do not want you to report the same issue over and over again.

I know you have exerted a lot of time writing us about this concern. We deeply apologize for the inconvenience. We aim to provide excellent customer service at all times and obviously, this is not the kind of service we want you to receive. I'll get in touch with our distribution team to get to the bottom of this for an immediate resolution.

Well, I know the credit is not enough for you to be satisfied with what you are experiencing right now. And I understand that the credit is useless as well if you will still be experiencing this XXXXX. You subscribed to the XXXX to get the service you deserve and not the credit. But please accept it, to make it up to you.

POOR SERVICE I am sorry that you are having issues with the delivery. I know how important the paper is to you. I will definitely notify our delivery team to have this corrected immediately and to avoid this from happening again moving forward. I will also apply credits on your account for the missed paper/s to make things out for you.

POOR SERVICE Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you. I do show that numerous complaints have been filed to alert our Distribution Team. Well, this time, I'll reach out to the District manager in your area for further investigation and for an immediate resolution.

ALWAYS X LOC We are deeply sorry that your paper is still being XXXXX. We do show that this is not the first time your request was ignored. We will remind the carrier about the importance in delivering your paper (where) and we'll seek the assistance of our District Manager overseeing service in your area for an immediate resolution.

WET PAPER It is unfortunate that you are receiving wet papers because of our failure to drop it at the right location.   I realize this has caused you inconvenience. Definitely, this is being communicated to our carrier and as an added measure, we will reach out to our Carrier in your area. Again, our apologies for this lapse in your service but please keep in mind that we are endeavoring to get it resolved as quickly as possible

We do not wish to disappoint in any manner.

Customer satisfaction is always a number one priority for us. I'm deeply sorry that it wasn't clearly demonstrated to you.

BILLING SPIEL

We can certainly understand how unexpected changes in the billing can be concerning.

Premium Edition: After checking on our system, it shows that your current rate is $xxxx. On top of that we are also charging you for Premium Edition for $6.00 each. There will be no more than 2 premium editions published each month during the subscription term.

Premium Editions come as an additional section of your Sunday home delivery with in-depth news coverage, great stories and special events.

Premium Editions are a part of your subscription that is charged separately this can't be opt out on the account from being delivered, you are receiving premium content that can be seasonal or that is dependent upon news and topics currently trending in the news.

PROMO TO REG RATE: After checking on our system, it shows that you have subscribed to our special promotion of $xxx every month. However the promotion has been cut off already and you have been reverted back to our rate of $xxx.

CLOSING ACTIVITY

I believe we are all set. It has been my pleasure assisting you today! Please stay on the line if you opted for the survey. The highest you can give is 9 and hope I was able to provide the assistance you need. Have a Great Day!

I would like to confirm that we have successfully XXXXXXX. Would there be anything else?

Before I let you go, I would like to confirm that we have successfully

STOP SAVE SPIELS

I am sorry to know that we are about to lose one of our valued subscribers. What made you decide to cancel the account?

Oh, I'm sorry to hear we are losing you as a valued subscriber. Tell me about what made you decide to cancel.

I'm sorry to hear you're thinking of canceling the subscription. I completely understand why you’d want that but I am committed to fix this issue.

I am so sorry to hear that you have had such a poor experience that you no longer want to work with us.

DOUBT I understand that your confidence with the actions we are taking is almost on the edge but what I can give you is my commitment to bring this issue into closure.

NO TIME TO READ It's sad to hear that we are losing you as a subscriber. I see you’ve been with us for ___ years. That’s a long time! What made you decide to cancel?

POOR SERVICE As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. I have personally reached out to our delivery staff and circulation team to highlight the importance of getting this resolved once and for all. Thank you for your continued patience with us during this time.

PRICE INCREASE I understand that money can be tight nowadays and I know we can still find other options to help you out with this.

PROCESSED A CANCELLATION I understand and respect your decision. I have processed your request. Please be advised that your account will be permanently canceled on XXX. We do hope that you will reconsider to subscribe with us again in the future.

NOT RESPONDING I'd love to stay and chat however, due to inactivity I will now close this session. Feel free to come back and chat with us at your convenience. Thank you for contacting us. Have a great day!

CONTACT LOCAL

This chat reaches a department that is only equipped to handle subscription concerns for Newspaper only. But do not worry I can help you with this by providing you contact information. Hold on just one moment.

HIGHLIGHT FEATURES AND BENEFITS/ stop save

DIGITAL ACCESS

Sign in to your account on any device to get unlimited access to breaking news, investigative stories, high school sports updates, and more. The e-Edition is a digital replica of our newspaper with additional features. You can save and download articles, access past editions, and turn on audio storytelling. Sign up for newsletters on the topics that matter most to you. Check out our newsletter page to see what’s available and manage your preferences.

Access the digital copy of the newspaper on any device. Get exclusive newsletters and the latest news with Daily Briefing and more topics. Listen to award-winning podcasts from XXXX and across the network. Give one digital subscription to a family member or friend, for free! Stay on the pulse with our suite of mobile apps.

Second attempt- Did you know that by paying $XXX, you will be able to access the exact replica of the Newspaper online, it has been also expanded, specifically our BONUS, UNIVERSAL ACCESS, wherein you are able to access other publication in your interests. USA Today Bonus Content – not only will our customers enjoy their subscriptions from our local markets, but they will also have access to our USA Today Bonus content! It is linked to the e-edition of their paper. All they have to do is sign in! You’re getting 2 papers for the price of one! Universal access to hundreds of e-Editions throughout the USA TODAY Network in cities across the country

SHARE DIGITAL ACCESS You can absolutely share your digital access with one additional e-mail address and I would be happy to walk you through the process.

Please go to https://account.NxExWxSxPxAxPxExR.com. You will be prompted to log in if you have not done so already. You can also get there by hovering over the silhouette in the upper right hand corner of most pages of our website. A button labeled "My Account" will appear (this will say "Log In" if you are not logged in).

From there, you will see a "share digital access" option on the right-hand side of the page. Click on this option and enter in the name and e-mail address of the person you would like to share access with.

An e-mail will be sent to their inbox with further instructions on how they can set up their own credentials. If you ever want to change this arrangement, simply go back to the "share digital access" option, remove the existing shared account, and send out a new invitation e-mail by repeating the above process.

START A NEW SUBSCRIPTION

We appreciate your interest in our digital only subscription. Our digital only subscription is currently priced at $12.99/month for an ad free subscription. We also have a $9.99 per month for a regular subscription. If you wish to subscribe to this subscription, kindly call our customer service to process the request as we are unable to start accounts through e-mail or chat communication for your security and protection.

ADS POPPING UP

(kapag ung subs nila di naman ads-free) I am sorry that the Ads keeps on popping up on your screen. I do understand the irritation. However, as per checking on our end, you purchased the regular Digital Subscription with us. If you might want to consider by purchasing our Ads-Free, it is only $12.99 every month.

genuine