Script

AER I understand that (missed deliveries, late deliveries, billing,) can be concerning. If I'm on your shoes I would feel the same way. I am just glad that you got me on the line right now, I'm one of the specialist here and I can definitely help you with this.

CLOSING SPEIL / SURVEY Is there anything else that I can help you with today? Anyways did you agree to take the survey after this call?

If Yes: Great! I just want to remind you that the survey is for me. 1 is the lowest and 9 is the highest. I just hope and pray I was able to make you a satisfied customer for the service and information I provided you today. Have a blessed day.

Delivery Issues (for non getting paper for multiple days)

I feel sorry that you guys have to go through this frustration with the delivery service. I understand that it is important for you to receive your paper as it is to us. What I'm going to do is to have this concern escalated all the way to the top to make sure that we will really be able investigate and find out why you're not getting your delivery. I want to set proper expectation that I may not be able to get this resolve overnight. Give me at least a week to work on your account. I'm confident that I should be able to get you your papers by then.

Ongoing Delivery issue:

I know that it's important for you to receive the paper that you paid for and I don't see any reason at all as to why you shouldn't be getting it in the first place. This is what I'm gonna do… For now I will be making adjustments to your account by applying credits coz I don't want you to pay for the paper/papers you did not received and I will also personally be escalating this matter to my manager right now for us to be able to get this delivery issue resolved. Let me give you my details for you to have a reference on who assisted you today (give name and badge # for additional assurance. Cx would feel more assured if they have these information) The reason why I'm giving you my details is because i'm very confident of what I do. Is there anything else that I can help you with for now?

Stop save:

I understand you want to cancel your service because of delivery issue however if you could give me just 1 percent of your trust right now and let me work on the other 99% ill do all the leg work for you. I will have this escalated all the way to the top and team up with my manager on how we can have this resolved, if it works great! if not we'll part as friends. I'll pay for your 2 weeks subscription for now to make sure that you will not be paying for the service while we're working on fixing this matter. Sounds Good?

DIGITAL SCRIPT

I apologize for the inconvenience that this has caused you. No worries regarding your digital access, I will go ahead and send a refresh signal to your account. This will also affect and will reset your password to the default password which is the word "password". You'll be receiving a confirmation to you email after this call kindly wait for 15-20 minutes before you log in since we're still gonna be working with your account. Is there anything else I can help you with?

NO SATURDAY DELIVERY

I understand that you're expecting a credit since we no longer do print and delivery of the Saturday paper. These changes had gain attention and I am glad that you got me on the line. We won't be able to provide you any credits for the No-Saturday delivery because in return what we did is we provided and created a universal access for all of our subscribers giving our customers the ultimate power to access all of the paper under the USA Today network in every city across the country. There will no changes in terms of billing, it will not go up nor go down.

You may also share these access to other 4 devices which means that you can share it to friends and Family without paying an extra cost. Sounds Good Right?

Price Increase: I understand that price is a concern right now however based on what we have given you right now this is the best offer that we got for you. Your subscription already includes the paper itself, home delivery, unlimited digital access with the ability to manage your account online and you can share it up to 4 other devices with no extra charge plus on top of that is the access to customer service.

If customer doesn't want that offer: Well in that case let's go ahead and look for better offers for your. Let's check on which days would you read the paper more so that we can tailor it and adjust the days of delivery to reduce your monthly rate. (Go to rate tab and look for subs with lower days of delivery)

PSF The paper statement fee is a system generated charge used to offset the cost for the generation, printing and sending out the bill to your address. There is a way though to avoid being billed with this $5.00 charge and that's by enrolling to our automatic billing using your credit or debit card in that way the system doesn't have to print a bill for you and we only ask for the long card number and expiry date, we don't ask for the security pin at the back of the card for security reasons.

Premium edition - it's 12 to 20 full colored pages that's included on all of our subscription and it's being delivered every 2nd and 4th Sunday of the Month. Some of these premium editions are (provide sample premium edition)

STOP/SAVE

If service issue: (delivery, wrong location, late paper)

I understand how this is a concern. I Know that you're paying for this subscription to get these papers delivered to you. As one of the specialist here, I will definitely make sure that these concerns are handled properly. I would like to ask for 1 last chance from you and If you can give me 1% of your trust right now and let me work on the other 99% to make it up to you I won't let you down. I will pay for your 2 weeks subscription while we're working on this matter and I will start doing it right after this call. If it works, great!! If not you've got nothing to loose coz I will shoulder the expense for 2weeks sounds good?

If Rate issue: (price is too expensive, etc.)

I know money can be an issue. I'm on a tight budget myself, that's why I'm really glad that you got me on the line right now coz we these in common. Let me help you get the best value for your subscription at a more reasonable cost. (Then go to stop saves or approach support immediately)

Is there anything else that I can help you with today? Anyways did you agree to take the survey after this call?

If Yes: Great! I just want to remind you that the survey is for me. 1 is the lowest and 9 is the highest. I just hope and pray I was able to make you a satisfied customer for the service and information I provided you today. Have a blessed day.

Reno, NV - Highway closed-papers did not make it into Reno. All will be next day delivery. Great! I just want to remind you that the survey is for me. 1 is the lowest and 9 is the highest. I just hope and pray I was able to make you a satisfied customer for the service and information I provided you today. Have a blessed day.

APOLOGIZE and acknowledge the feelings. “I apologize for the inconvenience. No wonder you’re upset.”

SYMPATHIZE and empathize. This is key! “And I don’t blame you. It’s got to be very frustrating.”

ACCEPT the responsibility and reintroduce yourself. The reintroduction is very important. “Let’s see how I can help. Again, my name is Paige, and your name is?”

PREPARE to help and be sure to use the customer’s name. It will help defuse the anger. “Thanks, Ms. Perkins. Again, my name is Paige, and I’m here to help. Now, please, tell me what happened!”