Speil Script · Offline Notepad

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 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 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)

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)

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 - We first introduced Premium Editions as part of your subscription in 2016. They come as an additional section of your Sunday home delivery with 12 to 20 full color pages of in depth news coverage, great stories and special events. Our members have asked us for more content and we have delivered! Premium editions are a part of your subscription. Some of these premium editions are (provide sample premium edition) - [November 06, 2022] Premium Edition: Sugar + Spice

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.

SURVEY Is there anything else that I can help you with today? Anyways did you agree to take the survey after this call? Great! I just want to remind you that the survey is for me. 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.

deliver paper consistently waive prem ed please send email po - DWT User Thank you po

IT Administrator jahzeel.guiang@sitel.com kimberly.madrona@sitel.com send CV for IT position

New NT Pass: Weddingdate061821

HANDLING --- TEST CALL SPIEL--

POSSIBLE question from the test call -

"Hi. this is ___ from Gannett and this is a test call, just want to check what publication and server are you seeing on your screen?"

ANSWER/SPIEL WE CAN USE -

"I can help you with that. The publication I can see here is and the server is . Is there anything else that I can help you with?"

December Empower Center | EC Bites and EC-er Bites | December 2022 Digital Wellbeing and the Digital Workplace https://empowercenter.sitel.com/en/article/digital-wellbeing-and-the-digital-workplace-powell-software/ Digital Detox: Why and How to Disconnect https://empowercenter.sitel.com/en/article/digital-detox-why-and-how-to-disconnect/

Digital only promo w-pg

Name: Leomhar Asuncion Q1: 83.26 CSAT: 84.7 AHT: 345s

Arizona Daily Star S-RT W-97 W-99

Ghost Spiel Are you still there? Are you still there? Sorry, I can't hear anyone from the other line. If you can hear me please call us back. Thank you for calling (BRANDING) have a nice day!

Go to the website Sign in E-edition E-notify ( located on the right panel on the e-edition screen ) Put email and check boxes Save Within 24 hrs they will start receiving e-notification daily emails

IMPORTANT- CEO ESCALATION: IF YOU RECEIVE A CALL or CHAT from John Lang floridagulfcoastfamily@gmail.com Please re-assure the customer that a dedicated team is working on his delivery issues. IF YOU RECEIVE AN EMAIL - DO NOT REPLY. SEEK HELP FROM YOUR COACH TO GET THE CONVERSATION ID AND HAVE THE EMAIL INTERACTION/S DISCONNECTED.

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!” https://icoach.nac.sitel-world.net/iCoach/CoachUX/Contact

$1.33 per day

sunday paper includes coupons which give you discounts on some products that you like

paper

delivery service

free access to customer service

access to local paper plus national paper which is the usa today

access to all the paper under usa today network

access the e-newspaper and share to 5 devices simultaneously and share to your friends and family

i'm so sorry if i'm taking too much of your time and i can offer you the digital only subscription for only 9.99

i will forward and escalate this to my manager

i do apologies

rest assured sir once our team received the payment your account will be reinstate

7 to 10 business days

look proof of payment

Billing

We can certainly understand how unexpected changes in your billing can be concerning. After reviewing your account, our records indicate (orXweXshow . . . . . . . . .)

We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.

Cancellation – End of Pay Cycle

We hate to hear of your decision to cancel your subscription with us. You are a valued subscriber to us. If you came to this decision due to continued delivery concerns, we’d love to hear about that so that we can take steps to improve your service moving forward.

We have scheduled your subscription to stop at the end of your current pay cycle which is XX/XX/XXXX. After that point, you will no longer receive the paper delivered to your home or have access online. We do hope that you’ll reconsider in the future and subscribe with us again.

We thank you for your business with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.

Cancellation - Immediately

We have scheduled your subscription to stop immediately as requested. The soonest we could stop this is XX/XX/XXXX (4xDaysxFromxToday). After that point, you will no longer receive the paper delivered to your home or have access online. We do hope that you’ll reconsider in the future and subscribe with us again.

We thank you for your business with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.

Cancellation – Deceased

We are sincerely sorry for your loss and extend our condolences. We have stopped (NamexOnxSubscription)’s subscription has been cancelled effective XX/XX/XXXX as requested.

We remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.

Contact Local Office

This e-mail address reaches a department that is only equipped to handle subscription concerns. You can reach out to our (relevantXdepartment) department at (phoneXnumberXandXorXemailXaddress) for further assistance.

We remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.

Coupons Missing

We apologize for the trouble you’ve had receiving your coupons with your newspaper delivery and can certainly understand that frustration. However, while we work to obtain the maximum available ads and coupons for all our subscribers, we cannot guarantee complete availability on all routes. The areas of distributions are ultimately chosen by our advertisers. You can always go online to www.shoplocal.com to view the current ads available in your area as well. At this time, I have notified our delivery staff of your feedback of not receiving the aforementioned ads. Again, we do apologize for the frustration and inconvenience this may cause you.

No Coupons – Holiday

Our advertisers typically offer reduced or no coupons on holiday weekends so unfortunately, we could not include them in the XX newspaper. The coupons should resume in next week’s delivery as expected. We do apologize for the inconvenience and frustration caused by this.

Delivery Problem – 1st Contact

We apologize that (issueXandXdateXrange) and certainly understand that frustration. I have immediately notified our delivery staff of the error and have credited your account for the (missedXdamagedXwet) paper on XX/XX/XXXX. Don’t forget you can access the e-edition (an exact replica of the print paper) 24/7 at www.NxExWxSxPxAxPxExR.com as part of your subscription.

Delivery Problem – Multiple Contacts

We apologize that you have had ongoing issues with your paper and can certainly understand that continued frustration. I am immediately issuing credit on your account and will partner with our delivery staff to further understand the obstacles and to ensure that we are getting this improved for you immediately. We certainly do appreciate your business as a subscriber and the patience you’ve had with us through these continued errors. I have also placed a courtesy credit of $X.XX on your account while we work to get this resolved once and for all.

Delivery Problem – Urgent Hot Alert

We sincerely apologize for the continued trouble you are having with your home delivery. I can clearly tell by reviewing your account that this has been an ongoing issue. We most certainly do not want to put you through the trouble that you have endured. I have immediately credited your account for the (missedXwetXdamaged) paper and have applied a courtesy credit of $X.XX. In addition, 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. We will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.

Digital Content Charges

We understand the concern you have regarding the additional charges you’ve seen on your bill. Our records indicate that a vacation hold has been applied to the account as previously requested. During vacation stops, the account is credited for the cost of delivery of the print portion of your subscription. As the digital content remains available during the hold, charges associated with the digital content continue to be added to the account. The specified information was outlined in the confirmation email that was sent when the vacation stop was processed.

Downgrade to Digital Only

We appreciate your interest in our digital only subscription. Our digital only subscription is currently priced at $XX per month.

To switch you to a digital only subscription we will need to cancel your current print subscription and set up a new digital one. This is not complicated, but it is necessary to call our Customer Service Center to process the request as we are not able to start accounts through e-mail or chat communication for your security and protection.

We would also like to let you know that for the low price of $XX you can also get (lowestXFOD). The subscription option includes the same great digital access and allows you to take advantage of the coupons included in the physical paper.

If you would like to switch to (lowestXFOD) please respond to this e-mail. If you would like to change to a digital only subscription, please call our Customer Service Center using the contact information listed below.

E-Edition Log-in Error

We apologize for any difficulty you may be experiencing while accessing your subscription with us. Please know that your feedback to us regarding this is very important and will be reviewed carefully to allow improvements in service.

Please consider trying out the following troubleshooting steps as they have solved most of the reported errors. First, please ensure you are using our latest and most up to date login links as listed below:

www.NxExWxSxPxAxPxExRx.com

Please follow the following steps. You may normally locate the options to run them under your browser’s internet options menu.

Clear temporary internet files/cache. 2. Clear cookies. 3. Shut down and restart the computer.

If you still experience problems after taking these steps, please consider trying out an alternate web browser. We support all the latest versions of Internet Explorer, Safari, Google Chrome and Mozilla Firefox. These browsers are free to use and easy to locate and download from any internet search engine. Often, existing or other browser installs may have an incorrect setting or corrupt file which prevents them from working on interactive websites. Doing a fresh install is often all that is required for getting our readers up and running with account access.

If problems persist after following the above steps, please reply to this email with your basic system information such as operating system and web browser. Also, include any information such as errors which may be appearing from the website. We will work to assist you as quickly as possible.

Editorial Feedback – Negative

We pride ourselves in being a diverse source of local news, please know that we highly value your readership and welcome feedback from all our readers. We are always interested in continuing the conversation by our social and editorial feedback channels.

I have passed your comments on to our editorial department. Thank you for your suggestions.

Editorial Feedback – Positive

We highly value your readership and welcome feedback from all our readers. Thank you for your kind words. I hope that you will continue to read NxExWxSxPxAxPxExR in the future. I have passed your comments on to our editorial department.

Holiday Delivery

I am sorry that there was no paper delivered today and I can certainly understand the disappointment. If your subscription does not include (INSERT DAY OF WEEK), you will not get the paper since we no longer have (INSERT HOLIDAY) as a bonus delivery day. However, I would like to remind you that all subscriptions have full digital access. You will be able to view the entire e-edition (an exact replica of the print paper) by logging into your account. I am very sorry for any inconvenience this may cause you.

How to Pay Bill Online

We apologize for any trouble you have had trying to pay your bill online. I can certainly understand how it can be frustrating if you are not familiar with the system, and I am glad to help walk you through it.

Please go to the Account Management page located at https://account.NxExWxSxPxAxPxExR.com and 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).

Once you are there and logged in please click on the drop-down menu titled "Manage Account." Select the "Make a Payment" option and you will be brought to a screen to fill out your credit card information. If you check the "Sign up for EZ Pay" box on this page your payment information will be retained and you will be set up on our automatic withdrawal program, but it is not necessary to do so if you do not wish.

After entering in your information, simply submit the form and you will be all set. A confirmation of your pending payment will arrive to the e-mail address on file within several minutes of making a payment.

How to 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.

Moving

We are happy to help you transfer your subscription to your new home.

We have processed your request as of (effectiveXdateXorXASAP). You will receive an e-mail confirmation of this change for your records.

Moving – Need Routing Information

We are happy to help you transfer your subscription to your new home.

We are currently in the process of verifying our delivery capabilities to this address. Please respond to this e-mail with nearby major cross-streets and landmarks so that we have all information necessary for this process.

Once we receive confirmation that we do offer home delivery to your address, your subscription will be processed as of (effectiveXdateXorXASAP). You will receive an e-mail confirmation of this change.

Need Account Information

We need some additional information before we can process your request. If you would be so kind as to reply with your complete address as well as your telephone number, it would be much appreciated. It is our goal to make sure we are meeting the needs of our subscribers.

Once I receive your account information, I can better determine what course of action we need to take.

Website Log-in Issue

We apologize for any difficulty you may be experiencing while accessing your subscriber account. Please know that your feedback to us regarding this is very important and will be reviewed carefully to allow improvements in service.

To ensure that you can access your subscription I have reset your log-in credentials to the following:

E-mail: XXXX Password: password

Please go to http://www.NxExWxSxPxAxPxExRx.com and click on the silhouette of a head to the right of the magnifying glass icon. This will open a drop-down menu with a “Log-In” button you can click on. You can also go to a log-in field directly by using the link https://account.NxExWxSxPxAxPxExRx.com. Once you enter in the above information the site will prompt you to change the password to anything you choose.

If you are still unable to log-in, please consider trying out the following troubleshooting steps as they have solved much of the reported errors. You may normally locate the options to run them under your browser’s internet options menu:

Clear temporary internet files/cache 2. Clear Cookies 3. Update your browser to the latest version (if it is not already up to date) 4. Shut down and restart the computer

If you find that you still have the same issue after taking these steps, please consider utilizing an alternate web browser. We support all the latest versions of Internet Explorer, Apple Safari, Mozilla Firefox, and Google Chrome, but other or outdated browsers sometimes have difficulty. These browsers are free to use and easy to locate and download through your chosen internet search engine.

If you prefer to stay with your current browser, consider uninstalling and reinstalling the program. Sometimes existing or older browser installs may have an incorrect setting or corrupt file which prevents them from working on interactive websites. Fresh installs often solve such issues. If problems persist after following the above steps, or if you require assistance with any of them, please reply to this e-mail with your basic system information such as operating system and web browser. Please also include as much detail about the issue as possible, including any error messages that you receive.

We thank you for your continued loyalty, and once again apologize for any inconvenience which you experienced. We will remain available via e-mail, chat, or phone to assist with any additional questions or concerns you may have using the contact information listed below.

Newsletter Settings Update

We appreciate the time you took to write to us. You can update your newsletter settings from the Account Management page once you are logged in to your subscriber account.

To do this, please go to https://account.NxExWxSxPxAxPxExR.com. You will be prompted to log in if you have not already done so and then the site will redirect you to the Account Management page. From there, complete the following steps:

Locate the “Newsletter Settings” option. This option is along the right-hand side of the page. 2. Check all newsletters you wish to be sent to your e-mail inbox. If you uncheck any boxes that are already checked, you will no longer receive those messages. 3. Scroll down to the very bottom of the page and click “Save my settings.”

Once these steps are completed you will begin to receive the newsletters you chose the next day.

Not Receiving Daily Emails

We apologize for any trouble you have experienced receiving your daily e-mails. Please know that while the daily e-mail is a convenient way to reach the E-Newspaper, it is not the only method available to you.

There are a few steps to take to ensure that you receive your daily e-mail. The first is to check your e-mail client’s spam or junk mail folder in case it is being filtered out of your inbox. Should you not find it there, you may wish to re-save your newsletter settings from your online subscriber account.

Locate the “Newsletter Settings” option. This option is along the right-hand side of the page. 2. Make sure that the “Subscriber Exclusive” Top 5 daily option is checked. You may also wish to check our other additional newsletters while you are on this page should any of them strike your interest. 3. Scroll down to the very bottom of the page and click “Save my settings.”

Once these steps are completed you will begin receiving the daily e-mail the next day along with any other newsletters you chose to receive.

Premium Edition

Thank you for contacting us about our Premium Edition content. We first introduced Premium Editions as part of your subscription in 2016. They come as an additional section of your Sunday home delivery with 12 to 20 full color pages of in depth news coverage, great stories and special events. Our members have asked us for more content and we have delivered! Premium editions are a part of your subscription, but just like your Thanksgiving Day Edition are charged separately on your bill.

This year we have already seen important topics such as our 50-year legacy of Martin Luther King Jr. coverage, Manned Mission to Mars, Best of the West Destination and Guide to Family Travel to name a few. I am confident that you will enjoy our upcoming special editions.

I am so confident that I will buy your special editions for the remainder of this year by giving you a credit on your account. You will still receive this valuable content and this way you can see for yourself that this is something you would not want to miss.

Thanksgiving Day Edition

We certainly understand the concern over the additional charge for the Thanksgiving Day Edition. We are happy to provide a Thanksgiving Day paper with additional, sought after bonus content around the holiday season.

Updating Payment Information

I am glad that you reached out to us for assistance with updating your credit card information. To update your information online, please log-in to the Account Management page at https://account.NxExWxSxPxAxPxExRx.com. From there, you can click on the drop-down menu titled “Manage My Account” and

OptionX1X(printedXbill): select “Make a Payment”. Ensure that the EZ Pay box is checked and enter your information. This will pay your most recent bill and save your information for EZ Pay.

OptionX2X(alreadyXEZXPay) select “update Credit Card.” Enter your information and your EZ Pay will be updated.

If you prefer, you can also update your credit card information by calling our Customer Service Center at the number listed below.

Vacation – Credit

We have stopped delivery of your paper as of XX with delivery resuming on XX.

We will suspend delivery of the print edition, and we will continue to charge you the subscription fee, less the then regular amount attributed to providing delivery of the print edition. If you want to stop all charges you must cancel your subscription. During this temporary stop, our content will remain available through all our platforms. You will still be able to access our website, mobile and tablet apps, and e-Newspaper while you are away.

Please know that in the future, when you place a temporary hold, you can donate your papers to our Newspapers in Education program. Teachers love using NxExWxSxPxAxPxExRx as a tool to tie daily lessons to real life. Subscribers typically make such a donation when they place a temporary hold on their newspaper delivery of two weeks or less.

Vacation – Late Notice

Your temporary hold request is important to us and I have arranged a halt in delivery taking effect on XX/XX/XX and commencing again on XX/XX/XX. Unfortunately, we were not notified in time to have delivery halted for your initial request date of XX/XX/XX and we sincerely apologize. Delivery holds require 2-3 business days before taking effect in most cases, this is because we must ensure our delivery staff are fully notified of the change.

We will suspend delivery of the print edition, and your account will be credited for expenses associated with delivery of the print edition until delivery is restarted. During this temporary stop, our content will remain available through all our other platforms. You will still be able to access our website, mobile and Tablet apps, and e-Newspaper while you are away.

Vacation – Restart

I have arranged for your delivery to resume on XX as requested. I hope you have had a lovely time away!

Vacation – Restart – Late Notice

I have arranged for your delivery to resume on XX as requested. Unfortunately, we were not able to resume your delivery in time for XX and for this we sincerely apologize. Changes to temporary holds require 2-3 business days of notice in most cases. This is because we must ensure our delivery staff are fully notified of the change.

Vacation – Will Call

I have scheduled your delivery to stop on XX as requested. A restart date has not been scheduled. I need to inform you that subscriptions that have been temporarily stopped for more than 30 days and do not have a scheduled restart date are subject to the current published rate upon restart.