Disposition Name : Description (Disposition is underlined. Description is not).
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Appointment - Booked: CSR booked an appointment with a technician
Appointment - Confirmation: Customer called in to confirm the date and time of an existing appointment.
Appointment - Rescheduled: Customer requested to reschedule existing appointment.
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Cancel - Availability Issue: Customer requests to cancel a booked appointment stating a competitor can come out earlier or they needed someone to come sooner than our next available appointment.
Cancel - Competitor Price: Customer requests to cancel a booked appointment stating a competitor is coming out because they were able to complete the appointment for less money, didn't have a dispatch fee, etc.
Cancel - No longer an issue: Customer requests to cancel a booked appointment stating the problem has been fixed. This could be due to any number of reasons including that it isn't really an issue any longer, a friend or family member or non-competitor has resolved the problem.
Cancel - Schedule Conflict: Customer requests to cancel a booked appointment stating they customer had something come up and they are no longer available at that time. They don't want to reschedule at this time.
Cancel - Service Concern: Customer requests to cancel a booked appointment stating the technician was late or they had a poor experience or have a management concern with the company or technician.
Cancel - Unknown Reason: Customer requests to cancel a booked appointment and is refusing to give any reason when asked.
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Follow up - Install/Permit/Parts: Customer calling in to see if the permit or parts are ready.
Follow up - Negative feedback: Customer calling in to give negative feedback on the technician, escalate to a manager, etc.
Follow up - Payment Customer: calling in to make a payment for service.
Follow up - Positive feedback: Customer calling in to give positive feedback on the tech, company, or other employee.
Follow up - Sales/Estimates: Customer calling in to follow up on a sales quote or estimate.
Follow up - Tech ETA: Customer calling to follow up on when the Tech will arrive.
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Non Customer - Employee/Tech Call: Employee or Tech called.
Non Customer - Hang up/Spam/Wrong Number: Caller hung up before CSR could answer, it was a Spam call, or the person called the wrong number.
Non Customer - Not Homeowner: Caller requested a service but is not the homeowner.
Non Customer - Other: Non customer/non employee calling in IE job applicant, marketing, vendor, etc.
Non Customer - Outside Service Area: Caller requested a service in a location we do not cover.
Non Customer - Service not offered: Caller requested a service type that we do not provide.
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Objection - Dispatch Fee: Service needed but not scheduled because the customer didn't want to pay a dispatch fee.
Objection - Next Available Appt: Service needed but not scheduled because the customer didn't want to wait for the next available appointment (not same day).
Objection - Poor Customer Experience: Service needed but not scheduled because the customer did not have a good experience with our company.
Objection - Price Quote Not Available: Service needed but not scheduled because the customer only wanted a quote on how much the service would cost.
Objection - Same Day Not Avail: Service needed but not scheduled because the customer needed a same day appointment and it was not available
Objection - Spouse Approval: Service needed but not scheduled because customer wanted to discuss with spouse.
Objection - Will Call Back: Service needed but not scheduled no reason given but will call back.
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Question - Account maintenance/Billing/Finance: Customer has a question about billing or finance.
Question - Membership Inquiry: Customer wants to sign up for the membership program or has questions about it.