A customer says “delete my data”: what to do, step by step, with a checklist
Sado AI team · · 4 min read
In short
When a customer asks you to delete their data, log the request, check it’s really them, and delete the data everywhere it lives: the CRM, Excel lists, call recordings, Telegram groups and staff phones. If they don’t want calls either, keep the number only on your do-not-call list, or it will land on the next calling list. Ask a lawyer whether contracts and payment records must be kept. Finally, tell the customer it’s done.
Deleting and “don’t call me” are two different requests
Customers often mix them up. Before you answer, find out what the person actually wants.
| Request | What you do | Does the number stay? |
|---|---|---|
| “Don’t call me” | The number goes on the do-not-call list | Yes, only on that list |
| “Delete my data” | Name, address, recordings and notes are deleted | No, except records the law says to keep |
| Both | Everything is deleted; the number stays only on the stop list | Only on the stop list |
Without a stop list, the number can come back with the next marketing list. Tell the customer plainly: you keep the number so they won’t be called.
Taking the request on the phone
Sado: Assalomu alaykum, Bilim Plus learning centre, this is Shohruh.
Caller: I signed up for a course last year. I’d like you to delete my data.
Sado: Of course, understood. Did you sign up with this number?
Caller: Yes, this one.
Sado: We’ll delete your name, the notes and your call recordings. Shall we stop calling you as well?
Caller: Yes, no calls either.
Sado: Then your number will stay only on our do-not-call list. We’ll send a text once it’s done.
Don’t argue and don’t ask “why?”. It’s the customer’s right; they don’t have to give a reason.
Where the data may be
- CRM: the lead, the deal, notes, attached files.
- Excel and Google Sheets, including old calling lists.
- Call recordings: office PBX, cloud PBX, the AI operator’s portal.
- Messengers: call cards in Telegram groups, and screenshots.
- SMS and message mailing lists.
- Staff phones: the number saved in their contacts.
Write this list once. With every new request you won’t have to think it through again, just tick it off.
Step by step
- Log the request: date, number, who took it.
- Check it’s really the customer: they call from the same number, or you call that number back.
- Delete the data everywhere on the list above.
- Ask a lawyer whether contracts and payment records must be kept, and keep those separately.
- Tell the customer it’s done, or send a text.
- Set an internal deadline, for example one week. That’s only an example; you choose the period.
Keep a log of requests in a simple table: date, number, what was deleted, what was kept and why, when the customer was told. If questions come up later, it’s all in one place.
With an AI operator
When someone tells Sado’s AI operator “don’t call me”, that number is not called again. This matters for outgoing calls: even if the number turns up on the next list, the operator won’t call it.
Write the answer to “delete my data” into the operator’s script: for example, it takes the request and says a manager will be in touch. On incoming calls every conversation’s recording and transcript are in the portal, so the portal belongs on your checklist too. In Sado, data is kept for a limited time and you have the right to have it deleted. More: frequently asked questions. Try it live or call 78 778 01 23.
Questions
Do we have to delete everything if a customer asks?
You delete most of it, but contracts and payment records may have to be kept by law. Ask a lawyer which ones, and tell the customer what remains.
If we delete the number, won’t we call it again?
You might: the number can come back on another list. So if the customer doesn’t want calls either, keep the number only on the do-not-call list.
How fast should we act on a deletion request?
Set an internal deadline, for example one week, and tell the customer. Ask a lawyer for the exact legal requirement.
Who should handle these requests?
Name one person responsible. Whoever takes a request passes it to them. That person deletes the data everywhere, replies to the customer and keeps the log.