Pro-4 Tactical strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources.

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To accomplish this mission, we agree upon these values:

• Anticipating the needs of our customers and planning accordingly

• Greeting our customers promptly, cheerfully and respectfully

• Listening carefully and giving full consideration to the requests and concerns of our customers

• Communicating honestly, courteously and knowledgeably

• Providing follow-through for our customers promptly, responsibly and efficiently

• Serving with pride, commitment, and with high ethical standards

• Respecting the individual and encouraging participation

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POLICY STATEMENT

It is Pro-4 Tactical's policy and responsibility to provide excellent service to the public. Customer feedback helps us measure whether our services are meeting public needs and expectations. It also helps us identify problems that need to be solved. High quality customer service depends on customer feedback. While praise is always welcome, constructive criticism is truly helpful in the long run.

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The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback, thus making sure those responses are timely and that issues do not fall through the cracks. The policy strives to treat every interaction with the public as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request.

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Customer feedback comes to Pro-4 Tactical in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to Pro-4 Tactical through a customer chat, call, letter or email. 

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The policy is not intended to cover:

• Complaints about the performance of specific employees, which are handled by HR in conjunction with the President.

• Claims for shipping damages, which are to be filed with the appropriate mail carrier.

RESPONSE STANDARDS

When possible, complaints, questions and requests for service should be resolved in real time on the same day they arrive. However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed.

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ACKNOWLEDGEMENT

• All complaints, questions and requests for service should be acknowledged within one business day.

• This acknowledgement should note the person to whom the issue has been transferred and when the customer can expect a response.

• If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call.

• If the customer feedback is delivered by e-mail, the acknowledgement should be given by email.

• If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, letter or e-mail, whichever is appropriate.

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RESOLUTION

• A substantive response should be provided within a few business days, if not immediately.

• This response should include Pro-4's analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for Pro-4 Tactical to accommodate the customer’s request.

• If a resolution is not possible within a few business days, the customer should be notified and given the date by which they can expect a response.

• The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation.

RESPONSE PROCEDURE

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CALLS TO PRO-4 TACTICAL

• When a customer calls Pro-4 Tactical with a complaint, question, or request, the issue should be resolved immediately, if possible, by Pro-4's customer service team, or by transferring to the appropriate department.

• If immediate resolution is not possible, the customer service team will take down the necessary information and let the customer know when and from whom he or she can expect a response.

• The department receiving the transfer is responsible for resolving the issue per the above standards.

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E-MAILS OR LETTERS TO PRO-4 TACTICAL

• When customers send e-mail (or postal mail) to Pro-4 Tactical with complaints, questions, and requests, Pro-4 will send an acknowledgment e-mail (or postcard) within one business day.

• Of course, if Pro-4 Tactical is able to answer the question or resolve the issue right away without transfer, it will do so and let the customer know. In such instances, a separate acknowledgement email (or postcard) is not necessary.

• Also within the first business day, Pro-4 customer service team will forward the item to the appropriate department for response, noting the expected resolution date.

• The department receiving the transfer is responsible for resolving the issue per the above standards.

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ADDITIONAL COMMENTS

Since customers do not always know to whom to direct their concerns, any customer service team member or other staff answering the phone is called upon to be a customer service agent. When transferring a caller, staff should always take the caller’s number so that they can call back if need be.