Customer Service & Job Completion Policy

ELEKproTEK Customer Service & Job Completion Policy

1. Purpose

ELEKproTEK is committed to providing **exceptional customer service** while ensuring that all jobs are completed efficiently, professionally, and to the highest quality standards. This policy outlines expectations for employee interactions with customers and job completion procedures.

2. Customer Interaction Guidelines

  • All employees must conduct themselves **professionally and courteously** at all times.
  • Employees must greet customers with a **positive attitude** and address any concerns promptly.
  • Clear and transparent communication must be maintained throughout the job process.
  • All customer inquiries must be responded to **within 24 hours**.
  • Employees must **never argue or engage in disputes** with customers; all issues should be escalated to a supervisor if necessary.

3. Work Order & Job Documentation Policy

  • Each job must have a **detailed work order** before beginning service.
  • Employees must update job progress in **ClickUp** or any company-approved tracking system.
  • Upon job completion, employees must ensure that:
    • All work is **fully documented** with descriptions, materials used, and service time.
    • **Before-and-after photos** are uploaded to the work order system.
    • The customer has reviewed the completed work and signed off on job completion.
  • Incomplete jobs must be documented with **a reason and next steps**.

4. Virtual Inspections & Remote Job Approvals

  • Technicians may conduct **virtual inspections** when an on-site visit is unnecessary.
  • Remote approvals must be **recorded and documented** to ensure proper tracking.
  • Any customer who declines a virtual inspection must be offered a **scheduled in-person visit**.

5. Quality Assurance & Warranty Service Policy

  • ELEKproTEK stands by its work and provides a **limited warranty** for all completed jobs.
  • Service callbacks due to workmanship issues must be addressed **promptly**.
  • Warranty-related service calls must be **prioritized** and resolved efficiently.
  • Repeated service callbacks for the same issue will require **review by management**.

6. Handling Customer Complaints & Resolutions

  • All complaints must be logged in the **customer service system** for tracking.
  • Employees must:
    • Listen to the customer’s concerns fully before responding.
    • Offer a professional and **calm resolution**.
    • Escalate unresolved issues to a **supervisor or manager**.
  • Any disputes should be resolved within **48 hours** when possible.

7. Customer Feedback & Service Ratings

  • Technicians must request **customer feedback** at the end of each job.
  • Customer ratings are tracked as part of **employee performance evaluations**.
  • Maintaining a **4.8/5 rating** or higher qualifies employees for performance bonuses.

8. Terms & Compliance

  • All employees must adhere to **customer service and job completion procedures**.
  • Repeated failure to comply may result in **disciplinary action, retraining, or termination**.
  • This policy is reviewed **annually** to ensure alignment with company standards and customer expectations.

9. Acknowledgment & Agreement

I, [Employee Name], acknowledge that I have read, understood, and agree to the terms of ELEKproTEK’s Customer Service & Job Completion Policy.

Employee Signature: _______________________

Date: _______________________