Script

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?

SAMPLE CSAT SPEIL:

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

If No: I was asking coz the survey is 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 1 is the lowest and 9 is the highest. I 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.

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.

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?

MAIL DELIVERY CONVERSION

I understand that it's important for you to receive your paper at your doorstep and changing your delivery method to Mail Delivery is actually our last resort to still continue to bring you your physical paper since there are really no carriers that we can find to assign to this area. Not to worry because even if you're delivery is changed to Mail delivery method you will still receive the paper on the same day.

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.