Final answer:
Before ending the call with Phyllis who declined a renewal offer, verify her account status, document the conversation, and thank her, ensuring all concerns are addressed to maintain customer relations.
Step-by-step explanation:
Before ending the call with Phyllis after she declines the renewal offer, it is important to follow some best practices. First, verify the account status to ensure that it is indeed renewed for the stated period. Confirming the accuracy of the customer's statement ensures that there are no misunderstandings.
Next, document the conversation clearly in the customer's account for future reference, including the reason she declined the renewal offer.
Finally, thank Phyllis for her time and ensure she has no other concerns or questions. Handling the situation professionally strengthens customer relations.