7. Exceptional Situations

Occasionally we will have letters that need to be sent to another department for processing.

PLEASE NOTE: There is only one "follow-up by" for the associates to remember and use: #TPM. All #TPM letters are reviewed by the QAer, and we will forward to the correct department as needed.

Routing Departments (in alphabetical order):

_CPFRN_: Stand for "Correspondence Processing Foreign". This is where to send every new record for a first time caller with an International address - NOT including Canada.

• When sending to CPFRN, be sure to change the note from "Note to QA" to "Note to CPFRN"
• Please read the Entering Foreign Addresses & Phone tab.

_CPRO_: Stands for "Correspondence Processing". This is the QAers most used routing department as it covers a wide variety of needs:

• Any Address Change that you cannot successfully complete on your own

• • Include a note of explanation

• • • We complete all 1-time address changes and temporary address changes on our end. Please do not send these to #CPRO. Donation not acknowledged.
  • Complaints of Letters not being received. Does not pertain to FQC.
  • Requests made by caller regarding any business, literature, booklets, or correspondence.
  • Merchandise requested

• • • Typically, Associates should be directing callers with questions or requests for merchandise to Customer Care. However, should the rare request come thru to #TPM, we will forward it to #CPRO.
  • More than 3 Enclosures are requested
  • All Premiums requests
  • Request for anything to be mailed in a Plain Wrapper

• • • This is only available for International Addresses
  • Note regarding Wills / Legacy.
  • Caller reporting an account name as deceased/ passed.

• • • NOTE: Must use the deceased person's account, not the caller. In our note to CPRO, include the caller's full name (if possible) and their relationship to the deceased. EXAMPLE: "Caller was Alice Potter who reported to us that her mother Dorothy (above) passed away on July 25th."
    • Note # 2: If the caller doing the reporting is also receiving a prayer letter, process that prayer letter as usual and then do a search for the deceased individual's record and send the note to #CPRO using the deceased's record.
  • Caller requests to no longer receive any mail from us and wants to be removed from our mailing list.
  • Questions regarding basic Unity principles, any Customer Care related subject, any Unity campus activities, events ,or anything not covered in the list for #SPEC. (listed below)
  • The QAer changes the note from "Note for QA" to "Note for CPRO"

Special Note: Anything we encounter as a QAer pertaining to Customer Care that we do not know quite how to handle properly should be directed to #CPRO.

_MOH_: Stands for "Message of Hope"

• Message of Hope supports customers and callers with special needs. For example:

• • Callers requesting letters in Braille or recorded on CD Letter in Braille, Compact Disc (CD)
  • A caller is requesting Free Subscriptions
  • Remember to change the "Note to QA" to "Note to MOH".

Note: If a caller states that their vision is getting poorer and they need LARGE PRINT letters, we DO NOT send these on to any other department. That is a change we make ourselves within the caller's record. If you do not know how to enter or change the size Print - please ask another QA'er to show you.

_SHARE_:

• This is used when a caller states they do not wish their name shared with the rest of the organization, and they want to opt out of future mailings.
• Simply write in the Note Field "Opt Out" and send to #SHARE
• Remember to change the "Note to QA" to "Note to SHARE".

_SPAN_: Stands for "Spanish".

• Please send any requests pertaining to Spanish that you cannot complete on your own, including but not limited to Copy Outs, Spanish EPRs, caller requests, etc.

_SPEC_: Stands for Specialist. They handle some very specific exceptions:

• A caller mentions they are a Unity employee or they are with Unity Associated Churches
• A caller is terminally ill and is calling for prayers for PASS Y
• Exceptional good reports of answered prayer that are good enough to be considered for publishing
• Serious questions regarding metaphysics, theology, the Bible, and/or any specific Unity beliefs
• All letters to Child Callers (13 years and under)

• • NOTE: It is the LAW that we do not store any email addresses for children 13 years and younger. If you see an email address on a child's record, delete it.
  • When a child requests a letter via email: Enter the email address on their record. Once the letter has been sent, delete the email.

OBSOLETE FOLLOW-UP DEPTS

We no longer use the below follow-up depts:

• _CCORD_: We do not use this dept. Please do not send anything to this department, even if an alert instructs you to.
• _CPWTH_: We do not use this dept. Please do not send anything to this department, even if an alert instructs you to.

• • IF AN ALERT APPEARS NOTIFYING TO SEND TO #CPWTH, THEN GO INTO THE CUSTOMER'S RECORD AND DELETE THE ALERT.