Quick Reference Guide

Customer InteractionNext StepsConclusionDisposition
Customer hung up during intro or declined to participate with NO feedback OR Customer declined survey but provided POSITIVE feedback OR Customer states they do not have time/not right now (FINAL ATTEMPT)STOP – DO NOT ask anymore questions. Go to CUSTOMER DECLINED conclusion and add notes in ExplanationCustomer Declined to ParticipateCUSTOMER DECLINED TO PARTICIPATE (CDP)
Customer states they do not have time/not right now (MORE ATTEMPTS REMAINING)  Offer a call back and notate request in agent notes; IF the customer then declines the call back follow FINAL ATTEMPT protocol above  N/AUNABLE TO REACH – NO VOICEMAIL  
Customer provided NEGATIVE feedback during or prior to survey  STOP asking further questions and notate feedback in comment box next to the specific question asked or in the final question response if it was prior to the survey and mark it as “YES”  Concerned ConclusionSURVEY COMPLETE

For any situations not covered in this lesson, please reach out to your Supervisor on Duty for directions.

Customer Declined to Participate – TrainingDownload