Customer Success - Counter Ticket Key Requests
When a Customer is requesting a key to be cut, there are several scenarios to consider, that we will outline below. The main pieces of information we will always need are:
Contact Info (Name, Number, Email)
Location (Address, Suite, Door Location)
Customer Name (Unless Residential)
The three major concerns are: Manual or ITL cut, Shipping or Pickup, and Restricted or Standard
Scenario 1: They are bringing us a key to be copied. In this scenario we know we will be manually cutting the key and they will be at the store to take the copies. If it is Restricted William will catch it and inform the customer, so unless they mention over the phone you do not need to ask.
Often we do not need to put in a counter ticket for this as William can enter it upon customers arrival.
Scenario 2: They want us to cut a key from file. In this case you will need to determine if we have the key on file, and also how the customer wants to receive the key (pick up or ship)
Is the key on file? If the customer has the opening sticker number this will eliminate most of the guesswork. In either case, verify with the customer the location, suite number, blind code, etc. Do not put the bitting in the counter ticket. William will verify this using the location/opening information you provide.
Pickup or Ship? If we are shipping the key, make sure to select Ship in the CSR flow, as this will create a shipping task for William to complete. Also verify with the customer the shipping address and suite number we are shipping to. The work order will ask if this is different from the billing address, do not assume the two are the same. If we are picking up simply mark Pickup and no additional verification needed.
RESTRICTED KEY: The customer may mention something that sounds like it may be a restricted key. Key words like “Medeco” “Restricted” or “I was told I had to get these copied from you.” If they don’t know, ask the customer to provide location information or send a picture so we can verify. If it is restricted, make sure to let the customer know that:
WE DO NOT SHIP RESTRICTED KEYS Unless we have written permission from the owner of the system
Standard Pricing Does Not Apply: Once you find the key type in the work order or identify from the picture you can look up the pricing per key through the Name YOur Price tool. There are often varying prices so give them a range. (For example, Medeco is $18-21 depending on M3 or X4, etc.)
Need to get Authorization before Cutting: If the customer is not the original requestor we will need to follow up with that person to verify we are authorized to cut the keys.
Need to bring ID when picking up the keys as an additional security precaution.
COSTS: Other than verifying the information in Name Your Price tool, if the customer is wanting general information:
Standard Keys are approximately $5-6 a piece
Restricted keys are approximately $18-22 a piece
Shipping is $10