Pro Package

Recommended Customer Service Standard Operating Procedure

Great customer service is all about sending the customers away happy - happy enough to pass positive feedback about your business along to others. This is the reason why you should invest in training your employees.
1.The first step is getting the job details from the call center. Make sure you have all the relevant details [type of job, location, price quote (if any), customer name, customer phone number]
2. If you are missing one of the above mentioned details you must call the office to obtain it. Don’t call the customer for such details.
3. Confirm accepting the job details immediately upon acceptance via text message or a call to the office.
4. After verifying all the relevant details, call the customer to inform him that you are on your way.
5. It is very much recommended that you will be at the customer site not more than 30 minutes after receiving the job details from the office.
6. If you don’t make the 30 minutes deadline you must inform the office so the office can let the customer know.
7. At the customer site:
- Display professionalism and responsibility. A locksmith van is the preferable vehicle to show up at the customer site. Make sure your van/car is equipped with all the necessary tools and devices to provide the services with the highest quality manner possible.
- Analyze the customer needs and advice the customer about the best possible solution. Always try to give one than more option – it’ll help you make a sale and close the job.
- Disclose and explain all the relevant information (including pricing) required to enable the customer to make a decision. Make sure to answer all customer questions with respect.
- Once you agreed on the price and job performance, perform the work at the highest standards.
- After performing the work, collect the payment from the customer. Make sure to accept cash, debit, and all major credit cards.
- After performing the job and payment process, text/call the office with all relevant information to close the job.


Recommended Code of Ethics

Your customers want to be sure that you operate under ethical codes and professionalism. Therefore, we recommend that all your technicians review and honor this recommend code of ethics:
1. Practice your profession in the spirit of fairness to your customers and maintain the highest level of professional standards and the highest level of personal honesty and integrity.
2. Place the customers first and to respect customer situation and needs.
3. Do not use manipulative tactics to obtain a job.
4. Properly analyze customer needs and to advance the best possible solution for our customers.
5. Abide by applicable licensing, registration, and business regulations.
6. Comply with the laws of every jurisdiction in which you operate.
7. Disclose accurately all information required by a customer to enable a decision to be made.
8. Explain the customer what you are going to do and disclose the total price to him/her prior to performing your work.


Services Provided by Pro Tech Dispatch Services

Pro Tech Dispatch Services (Pro Tech) offers a variety of call center and marketing services for various industries. Per your request to hire us to provide you with such services in your area, below are the terms of our agreement:
1. You operate in the following areas:
2. You are requesting the following services :
Call center services (live answering, 24/7 availability, high call volume management, quick response services, professional appointment settings, price negotiation support, techs support, post job customer service activities).
3. You will maintain all appropriate and relevant insurances.
4. You are solely liable for complying with all applicable business and locksmith regulations as well as state and federal law, and you declare that you are holding an applicable locksmith license. You will notify Pro Tech as soon as you stop holding such license. No leads should be assigned to unlicensed locksmith technicians.
5. You shall pay Pro Tech a fee equal to 65% of the price of the service you provided to your customer (minus the cost of the parts you used to provide the service).
6. Pro Tech will not tolerate a mismatch between the $ amount of the parts/tax and the total job. Such mismatch will result in losing the opportunity of hiring us. You are solely liable to pay all sales tax in the state in which you operate.
7. You will indemnify and hold harmless Pro Tech and its respective directors, officers, employees, agents, successors and assigns from all claims arising from any work that you have provided to your customers.
8. Our relationship will be that of an independent contractor, and nothing in our relationship should be construed to create a partnership, joint venture, or employer-employee relationship.
9. You or Pro Tech may terminate the relationship at any time for any reason by giving a thirty (30) days’ notice in writing to each other.
I hereby agree to the above: