FYI's

FYI's

Rufio Alexander De Rama Tue 11/1/2022 1:39 PM Show all 6 recipients To: Zieron Nery; Michelle Ann Hangdaan;... Hi Team,

Just sharing this info.

Topic

Question

Additional Details

Response

Carrier Message Next Day

When are we supposed to use the Carrier Message – Next Day on the Information section?

It's not necessary to process Carrier Message Next Day every time we handle service complaints. Service error reports is enough.

• This tagging can be used if the member would like us to pick up all plastic bags we used for paper delivery, instead of them throwing it in the garbage they can request to pick-up the plastic bags

• Can also be used if member requests for callback for the Christmas Gift or carrier tip however, be mindful as the message will be forwarded to the carrier the following day

Carrier/ District Message

When can we use carrier/ district manager?

• Can be used for carrier messages

• If member threatens to cancel, we can use this to immediately notify carriers and District Manager

Wrong Location (Service Error Code)

When can we use Wrong Location?

Scenario 1: On WIKI the guaranteed location is DRIVEWAY and the member’s instructions is to put paper on the PORCH and the carrier put the paper on the DRIVEWAY, what service error should we use?

• This error code can be used if the guaranteed location was not followed

• Scenario 1: No need to put any service error report, we just need to properly educate our member that special delivery instructions are not guaranteed to be fulfilled.

Permanent Delivery Instructions

For customer’s requests only, always set proper expectations that this is not guaranteed.

Inmate Number

Where or what field should we put in the inmate number?

Inmate number should be entered in the Personal Delivery Information not in the name because too long name on the header field might be cut off upon printing.

• Personal delivery Information is on the 2nd line upon printing

• No need to put the name of the Correctional Facility

Starts/ Restarts with Promo offer

When should we collect one-time-payment?

Written Off amounts – Do we have to collect it before we start/restart an account?

• It depends with the promotion – for Promo $52 to 52 weeks - we have to always collect one-time-payment for one year. If member declines, do not start the account

• For Regular/ Voluntary – try to collect one-time payment at least for 1 month, but if member wants to be billed, it’s OK not to collect payment

• Written Off amount – It would be great if we proactively inform member about the written off balance and try to collect it, but if member refused to pay just leave it as it is.

• If we are able to collect make sure to reapply write off first then collect payment

Always proactively promote EZ Pay

Vacation Stops

What should we do if member refused to pay Content Charges?

Learn how to properly discuss the content charges to the customers. (Positive Positioning vs. Negative Positioning)

Negative Positioning is discussing the Partial Charges (ex: This charges are for your digital access online, we are )

Positive Positioning is discussing the Partial credit while on hold. Always discuss the positive side that member is getting partial credit for printing and delivering the paper.

Promotional Offers received by Existing Subscribers

Why existing subscribers are also receiving Promotional offers while we cannot apply it on the account.

• Educate customer that we are sending Promotional offers to entice new customers

• Promo offers – We still don’t apply for upgrades

• Try to explain that we cannot discuss and speak for the rate of the other accounts instead highlight and focus to the things you can do for their account, discuss features and benefits and give your best shot if we can lower down the rate

No Email/ Don’t Call/ Do Not Call List

What if the member does not want to receive any emails nor phone call from us.

• Process Do not Email request on GICS

• Ask Supervisor/Coach to send email to our email escalation (do not email process is in WIKI)

IQUEST

When should we use IQUEST

Scenario 1: What to do if IQUEST does not allow local markets that has more than 9 copies?

• Scenario 1: If Iquest does not allow you to register local market with more than 9 copies it might be handled in SINGLE copy department and yes, we can provide the phone number to the member

• Blue Chips strictly for USA Today

• Invoice Request

• W9 Form – it usually takes 24-48 hours for us to send W9 Form to the member however, we cannot guarantee delivery

• We can create another request if member haven’t received the 1st request, just put a comment that there was a 1st request but member hasn’t received it yet.