Direct lines speed response to customers
Part of the Enterprise Reader Representative’s job is to have all the answers.
In a perfect world I would know everything and be able to resolve any problems. We all know how imperfect our world is, which means some things are beyond my means.
We want every customer to have his or her needs met as expediently as possibly.
In a lot of cases that means a reader’s most productive choice is to call the numbers listed on this page of the newspaper every day rather than calling me or someone they know.
When customers choose to contact someone more familiar to them, it can delay getting their problems resolved because it adds a person to a process that is designed to run smoothly without that person’s involvement.
Although you certainly could cut out the listing of names, phone numbers and e-mail addresses below, hopefully this explanation will make things a bit clearer.
Our main switchboard, which, like virtually every other large business is answered by a recording, is (409) 833-3311. If you live in an outlying area and need to call our toll-free number to avoid long-distance charges, that number is 1-800-891-3638. That will get you to the same recording people who dial our switchboard locally hear. From there, you can select the appropriate option to reach a person who might be able to help you. Those numbers include:
* 1 for circulation customer service.
* 2 for classified advertising including ads, legals, paid obituaries or milestones.
* 3 for the newsroom.
* 4 for accounting.
* 5 for retail advertising, which handles display ads as well as our VIP and BEHealthy magazines.
Local customers who can use the other direct numbers still face the prospect of recordings and hold times, but can get in line quicker with the direct numbers.
Those include:
* (409) 838-2818 for circulation customer service.
* (409) 838-2861 for paid Milestones listings.
* (409) 838-2888 for paid obituaries.
* (409) 838-2888 for classified advertising (yes, the same number as above.)
* (409) 880-0775 for on-line advertising.
* (409) 880-0700 for retail advertising, including VIP and BEHealthy magazines.
* (409) 838-2859 for the newsroom.
Some of those numbers often are answered by a real person. Sometimes you’re going to get a recording asking you to hold. We know you hate that, because we are human beings as well and weall hate it. We also know you recognize that it is a reality of modern lifestyle. So, read your newspaper, work your crossword puzzle, write your mother a letter (or Facebook her), and please be patient.
We’re not avoiding you.
We’re trying to give each customer the best service, which means our undivided attention for the time we have them on the telephone.
If you get frustrated or don’t get your problem addressed, there’s the Reader Representative line, (409) 880-0748, where I always am happy to help you any way I can. But, be prepared, you might have to leave a voice mail and wait your turn. I’ll get back to you as quickly as possible.
* * *
On a different subject, spring, we hope, is finally in the air.
Among the seasonal rites is the tendency for high school seniors, particularly those who already have reached their 18th birthdays to think they are adults.
Such was the case in a Minnesota high school where student journalists refused to put out a school newspaper because the principal insisted on approving each issue before it goes to press.
The controversial story, for which the principal was interviewed, involved two classmates who were disciplined after posting a “joke” photo of a teacher on Facebook.
Nice try, kids. I applaud you. We were all that young once and filled with the righteous indignation of youth. We held high the Bill of Rights and were ready to walk out, to protest in any way we could to preserve our freedoms.
Problem is, it doesn’t apply to school newspapers. In 1988 the Supreme Court ruled in Hazelwood vs. Kuhlmeier that public school districts have a right to censor school newspaper content.
So, yeah. Way to lose your newspaper. In the adult world that’s called cutting off your nose to spite your face.
It’s about rules. We have them in adulthood too.
Even “real” journalists have bosses. If you’re going to be grown-ups, it’s time to learn that too.
You’ll be a lot smarter and a lot less naive by this time next year.
In a perfect world I would know everything and be able to resolve any problems. We all know how imperfect our world is, which means some things are beyond my means.
We want every customer to have his or her needs met as expediently as possibly.
In a lot of cases that means a reader’s most productive choice is to call the numbers listed on this page of the newspaper every day rather than calling me or someone they know.
When customers choose to contact someone more familiar to them, it can delay getting their problems resolved because it adds a person to a process that is designed to run smoothly without that person’s involvement.
Although you certainly could cut out the listing of names, phone numbers and e-mail addresses below, hopefully this explanation will make things a bit clearer.
Our main switchboard, which, like virtually every other large business is answered by a recording, is (409) 833-3311. If you live in an outlying area and need to call our toll-free number to avoid long-distance charges, that number is 1-800-891-3638. That will get you to the same recording people who dial our switchboard locally hear. From there, you can select the appropriate option to reach a person who might be able to help you. Those numbers include:
* 1 for circulation customer service.
* 2 for classified advertising including ads, legals, paid obituaries or milestones.
* 3 for the newsroom.
* 4 for accounting.
* 5 for retail advertising, which handles display ads as well as our VIP and BEHealthy magazines.
Local customers who can use the other direct numbers still face the prospect of recordings and hold times, but can get in line quicker with the direct numbers.
Those include:
* (409) 838-2818 for circulation customer service.
* (409) 838-2861 for paid Milestones listings.
* (409) 838-2888 for paid obituaries.
* (409) 838-2888 for classified advertising (yes, the same number as above.)
* (409) 880-0775 for on-line advertising.
* (409) 880-0700 for retail advertising, including VIP and BEHealthy magazines.
* (409) 838-2859 for the newsroom.
Some of those numbers often are answered by a real person. Sometimes you’re going to get a recording asking you to hold. We know you hate that, because we are human beings as well and weall hate it. We also know you recognize that it is a reality of modern lifestyle. So, read your newspaper, work your crossword puzzle, write your mother a letter (or Facebook her), and please be patient.
We’re not avoiding you.
We’re trying to give each customer the best service, which means our undivided attention for the time we have them on the telephone.
If you get frustrated or don’t get your problem addressed, there’s the Reader Representative line, (409) 880-0748, where I always am happy to help you any way I can. But, be prepared, you might have to leave a voice mail and wait your turn. I’ll get back to you as quickly as possible.
* * *
On a different subject, spring, we hope, is finally in the air.
Among the seasonal rites is the tendency for high school seniors, particularly those who already have reached their 18th birthdays to think they are adults.
Such was the case in a Minnesota high school where student journalists refused to put out a school newspaper because the principal insisted on approving each issue before it goes to press.
The controversial story, for which the principal was interviewed, involved two classmates who were disciplined after posting a “joke” photo of a teacher on Facebook.
Nice try, kids. I applaud you. We were all that young once and filled with the righteous indignation of youth. We held high the Bill of Rights and were ready to walk out, to protest in any way we could to preserve our freedoms.
Problem is, it doesn’t apply to school newspapers. In 1988 the Supreme Court ruled in Hazelwood vs. Kuhlmeier that public school districts have a right to censor school newspaper content.
So, yeah. Way to lose your newspaper. In the adult world that’s called cutting off your nose to spite your face.
It’s about rules. We have them in adulthood too.
Even “real” journalists have bosses. If you’re going to be grown-ups, it’s time to learn that too.
You’ll be a lot smarter and a lot less naive by this time next year.
posted by Sheila Friedeck at 8:45 AM
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