💬 Department 5
Customer Service & Sales
Purpose
This SOP ensures all customer interactions are handled quickly, professionally, transparently, and consistently.
Applies to:
Customer Service Staff
Operations Manager
Owner
Driver
Lead Driver
Standard Operating Procedures (8)
5.1
Core Customer Service Standards
Customer Service Staff
Operations Manager
Non-Negotiable
→
5.2
Quote-First Policy
Customer Service Staff
Important
→
5.3
Pricing & Discount Authority
Customer Service Staff
Operations Manager
Owner
Non-Negotiable
→
5.4
Delivery & Setup Expectations
Customer Service Staff
Driver
Lead Driver
Important
→
5.5
Equipment Movement Rules
Customer Service Staff
Driver
Lead Driver
Non-Negotiable
→
5.6
Weather, Cancellation & Refund Policy
Customer Service Staff
Operations Manager
Owner
Important
→
5.7
Day-of-Event & Post-Event
Customer Service Staff
Driver
Lead Driver
Standard
→
5.8
Escalation Rules
Customer Service Staff
Important
→
Enforcement
Failure to follow this SOP may result in:
- Retraining
- Corrective action
- Disciplinary action