MKT.7:4.5 - Agree and perform the next action

Present the relevant alternatives, material conditions and practical consequences in language the customer can use. Make the selected action and any refusal or deferral effective through the applicable means. Obtain a decision from the person entitled to make it; a user who reports a difficulty may not be the person who can renew an organisational contract.

Arrange the selected work with its responsible people, attainable timing and fallback. Tell the customer what will happen, what they need to do, what remains uncertain and how to obtain a relevant update. The amount of communication follows the actual work; a simple confirmed cancellation does not need a series of retention conversations.

After performance, establish what changed. Recover direct evidence of the completed contribution, restored result, effective pause or ending and any obligation still open. Ask about the customer’s resulting situation when it matters and is appropriate. Do not infer restored trust from a completed ticket or treat acceptance of a refund as a request to resume the service.