We look at our Service Providers as an extension of the Agero brand and of the client brands we serve, with customer experience being the number one priority for all parties involved. With this in mind, treating our clients, customers and employees with respect and professionalism is not only expected, but it is required in order to continue working with us.
Respect is an all encompassing term: it is not only about what you say in the presence of others, but it extends to every aspect of the service you provide. We strongly believe everyone should feel safe and supported when interacting with our provider community and we have strict guidelines to uphold provider behavior.
When you interact with customers on an Agero job you may meet people who look, act, think and speak differently from you. We require that you be respectful of those differences. Threatening and rude behavior, sexual misconduct, post-service contact, physical contact, discrimination, property damage, vehicle withholding, and egregious billing behavior will not be tolerated under any circumstances.
As much as we expect respectful and professional behavior of our network, we expect the same of our clients, customers and employees in interacting with you. If you are threatened, harassed or otherwise treated in an unsanctioned or illegal way, please contact the Provider Advocate Group immediately.
Threatening and rude behavior:
Aggressive, confrontational, and harassing behavior will not be tolerated. Providers must not use language or make gestures that could be interpreted as disrespectful or threatening. Refrain from bringing up sensitive personal topics like religion and political beliefs in the presence of customers. Always err on the side of caution by engaging in light, casual conversation, rather than provocative dialogue with customers or others.
Sexual misconduct:
Sexual assault and misconduct of any kind is strictly prohibited and will result in your immediate removal from our network and possible legal action. Sexual assault and misconduct refer to sexual contact or behavior without explicit consent from the other person involved.
Personal space and privacy is valued to most people above all else and is always to be respected. While we want you to engage with customers conversationally, it’s critical to remain respectful while doing so. Providers should not under any circumstances comment on appearance (positively or negatively), sexual orientation, ask about someone’s relationship status, or invite someone out socially. Making explicit comments, gestures, using slurs, saying graphic or suggestive things to customers will also not be tolerated.
Post-service contact:
All customer information, including phone numbers, vehicle details, VINs, etc. is subject to the contract between the Provider and Agero and is confidential information. These details may only be used in the provision of the requested services and for no other purpose.
Do not contact a customer after the job is complete. Unwanted contact including but not limited to: texting, calling, visiting, reaching out on social media, or visiting someone in person after a service or delivery has been completed can be seen as harassment and will not be tolerated.
Do not share any unnecessary contact information with customers.
Do not attempt to contact the customer directly or revisit their drop off location. You should only contact a customer after the service is complete in service-related situations. For example, a customer left behind something in your vehicle.
Do not reach out to customers questioning NPS/survey score, etc.
Physical contact:
Under no circumstances should any customer be touched without their consent. Limited exceptions are permitted for people who require or request physical assistance (for example, customers who may need a bit of help getting into and/or out of a vehicle). Hurting or intending to hurt any customer will not be tolerated.
Discrimination:
It is imperative that customers feel safe and welcome in the company of service providers. We do not tolerate racist or discriminatory behavior.
Do not discriminate against or act in a derogatory manner toward someone based on traits including but not limited to skin color, disability, age, gender identity, pregnancy, national origin, race, marital status, ethnicity, religion, sexual orientation, language, geographical location, or any other characteristic protected by law.
Refusing or canceling services due to a customer’s legally protected traits is not allowed. Agero takes reports of discriminatory behavior very seriously. Any providers found to have engaged in discriminatory behavior or used discriminatory language will be removed from the network and banned from taking any future Agero calls.
Property damage & vehicle withholding:
Damaging or withholding property is never allowed. This includes but is not limited to damaging a vehicle intentionally, breaking or vandalizing a customer’s property, intentionally spilling food or drink on/around customers or their vehicle, smoking while on scene or transporting customers, or damaging a dealer or repair facility’s premises. Holding a customer vehicle hostage or refusing to release a vehicle to a customer or Agero will not be tolerated under any circumstance. If you damage property or withhold a vehicle, you will be held responsible for the cost of the damages related to the situation, and depending on the circumstances, Agero may take additional actions such as removing you from the network, reporting your actions to law enforcement, and taking legal action.
Egregious billing behavior:
Do not engage in egregious billing behavior. Egregious billing includes but is not limited to requesting a “virtual credit card” (VCC) payment instead of accepting the job at your contracted rate, requesting payments from customers (except when instructed to do so in the dispatch), and repeatedly adding unnecessary or non-dispatched services to the job/invoice without prior consent from dispatch agent.
To best position your business and team for success with Agero you’ll need to:
- Keep a close eye on the Performance Metrics that have the biggest impact on customer experience, including: Completion Rate, Call Acceptance, Average ETA, ETA Accuracy, Net Promoter Score, Location Based Tracking, and Reassigns. All of this data can and should be monitored in the Insights Dashboard within Swoop.
- Be courteous and polite to all customers: Best practice is always to provide the level of care and respect to customers that you would hope someone else would provide to your family or friend if they were the customer in need of help. You are representing our clients’ brands.
- Keep your service vehicles and team members well maintained, equipped, and labeled at all times: Drivers should wear the appropriate safety gear and uniforms. The trucks/service vehicles you use should be easily identifiable by customers.
If you or your employees engage in any of the above unacceptable behaviors, Agero reserves the right to both ban the driver/employee from servicing future Agero customers, and/or remove your business altogether from the network and from taking any future Agero calls. In certain circumstances, Agero may elect to report your actions to law enforcement and/or take legal action.