Yes. Negative predictions are very important, as we can identify the pain points of our customer so we can enhance our product and services. As long as you are following QA guidelines you will never get in trouble for negative predictions.
Other scenarios / FAQ:
What if they start out mad and end up happy?
o That is why it’s a reminder to everyone to always submit your predictions at the end of the interaction. By the end, if your customer is showing signs of being satisfied and you think you resolved their issues then you would mark them as satisfied and resolved.
What if they start out happy and end up mad?
o If the customer started out happy and ended up mad, then you would mark it as dissatisfied. Those types of calls usually should not happen as long as you are following your company QA guidelines.
What if the customer calls in and hangs up before the call is over?
o You should make your prediction based on how your interaction went before the call was disconnected. Again, put yourself in the shoes of your customer.
If they show any of these signs then they are always satisfied and their issue is always resolved?
o No. These are just helpful queues to help guide you in your predictions. Remember to use empathy and active listening and judge based on the entire call. Language and positive and negative queues help you make more accurate predictions.
Should I fill out the survey saying how I think I performed on the call?
o No. You should fill out the survey predicting how the customer feels about the call.
Link videos to identifying positive queues and negative queues.