for review

DELIVERY Spiels

No Paper for several days/Multiple Complaints

It must have been very frustrating for you have not received a paper for five days, and for that I am sorry.  You know what, here’s what I will do for you today. I am going to communicate with our home delivery team and as an added measure, I'll reach out to our Distribution Manager overseeing service in your area. We will continue to maintain a dialogue with them until this gets resolved. ***

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. ***

I understand your frustration as you have contacted us numerous times regarding the same issue. We at the "LOB" 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 to get to the bottom of this for an immediate resolution.

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?

Notes: You can offer 2 weeks credit on the account for recurring delivery issues.

Continued Delivery while Stopped

We are sorry you are still receiving the papers despite your requested stop effective //**. It must have been really frustrating for you to see a pile of papers when you returned. I'll file a complaint to alert our home delivery team of the issue and I'll send an urgent escalation to our Carrier to ensure that the deliveries will stop immediately.

Property Damage

Clearly, we’ve upset you when our carrier (broke your dog statue) and if I were in your shoes, I would be too.  We really appreciate you letting us know about this problem, so that we can take care of it for you as soon as possible. I'll notify our home delivery team about this incident and I'll relay it to our Distribution Manager for an immediate investigation and resolution.

I'm sorry that happened. If I were in your shoes, I’m sure I’d feel just as you do. I've entered a complaint to document your experience and to notify our Distribution Team. Definitely, we will put high priority on this and we'll reach out to the Distribution manager for an immediate action.

Late/Irregular Delivery (Always probe for the time they are getting the paper)

I'm very sorry that we didn't get the paper to you in a timely manner (OR a regular basis). I understand why you're upset. I would be too.  We will remind our carrier about the importance of getting the paper to you on time and we'll also request our Delivery Manager for a service check.

We understand how much you value your time. I am a busy person too so I know how you feel and I cannot blame you for feeling that way. I'll remind our carrier to deliver your paper on time.

Delivery Location Ignored (Always Probe for the reason for request)

We are deeply sorry that your paper is still being left on the sidewalk. 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.

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.  (Refer to GICS) For the paper today, we can still send out a replacement within the same day. Would you like to receive one?

Failure to start/restart

It must have been very frustrating for you have been waiting for five days for your delivery to start and for that I am sorry.  I realize the wait you encountered was an inconvenience.  We'll issue credit for the paper you've missed but we'll definitely get to the bottom of this.  I'll alert our Distribution Team about the issue. To help us resolve the issue, may I know if you live in a secured building or gated community?  (If Yes) This can be a reason why you are not getting the paper. May we have the access code or do you happen to know what we should do in order to get a key? (If will give) Great! I think we have everything we need to resolve this issue.

I completely understand how frustrating it is to expect something on a certain date but get nothing. Your subscription started on //** and my apologies that you are yet to receive a paper. We actually appreciate customers who let us know when things aren’t right so we could get to work fixing that problem right away. I'll notify our carrier of the issue and I will bring this to the attention of the delivery manager overseeing service in your area.  In hopes of helping our distribution team resolve this, can you tell us more about your location and how we could get the paper to you? (If will give) Great! I think we have everything we need to resolve this issue.

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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?

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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?

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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?

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SAMPLE CSAT SPEIL:

Is there anything else that I can help you with today? Anyways I would just like to ask if you agreed to take the survey after this call?

If No: I was asking coz that survey is actually for me anyways thank you for calling (Publication Name) Have a great day.

If Yes: Great! I just want to remind you. The survey is for me. and on the survey 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. Thannk you for being a loyal customer with us/ readership and Have a great day.