What Does Not Qualify as a “Customer Declined”

The following situations are NOT to be treated as Customer Declined:

• Customer gives any NEGATIVE feedback during or prior to the survey. Use Concerned Conclusion, fill in your notes/explanation, and disposition the call as SURVEY COMPLETE.
• Customer is busy but there are more attempts left. Offer a call back, fill in your notes/explanation, and disposition the call as UNABLE TO REACH – No Voicemail (UTR) so the remaining attempts stay open.