Next up: 1. Know Your Keys
Waypoint CSR Onboarding
Everything a Customer Support Representative needs to know before taking locksmith calls.
Learn the most common keys, locks, services, terminology, and questions you’ll encounter when speaking with customers.
Lesson 01
Not all keys are the same. The first step in helping a customer is understanding what type of key they need.
Proximity / Push-To-StartPTS = Proximity / Push-To-Start style key. The vehicle typically uses a key fob that allows the driver to start the vehicle without inserting a traditional key.
What the customer might say
“I have a push-to-start car and need another key.”
Traditional metal keyA traditional vehicle key that is inserted into the ignition cylinder to start the vehicle.
What the customer might say
“I need a key for my car. It goes into the ignition.”
Metal key with a hidden chipA vehicle key containing a small electronic transponder chip. The vehicle must recognize the chip before the engine will start.
A key can look exactly like a normal metal key while containing electronic security technology.
What the customer might say
“I had a key made at the hardware store and it turns but won't start the car.”
Buttons built into the key headA key where the remote buttons are built directly into the same housing as the physical key blade.
What the customer might say
“My key has the buttons built into the key.”
Folding bladeA key with a folding metal blade that flips into the remote housing.
What the customer might say
“The metal part of my key folds inside the remote.”
Compare at a glance
Click a key type to highlight its characteristics.
| Key Type | Physical Blade | Electronics | Remote Buttons | Common Use |
|---|---|---|---|---|
| PTS Key | Usually none (some hide an emergency blade) | Yes — proximity system | Yes | Newer vehicles with a start button |
| Ignition Key | Yes | Often none on older vehicles | No | Older vehicles with a key ignition |
| Transponder Key | Yes | Yes — transponder chip | No | Most vehicles with a key ignition since the late 1990s |
| Remote Head Key | Yes — fixed | Yes | Yes | Very common on vehicles with a key ignition |
| Flip Key | Yes — folds in and out | Yes | Yes | Many European and modern vehicles |
Knowledge check
The customer says: “My key has a metal blade that folds inside the remote.”
What type of key is this?
Lesson 02
Making a modern car key is a process. Follow each step to see what actually happens after a customer calls.
Step 1 of 6
Year + Make + Model. This is the foundation for everything that follows.
The CSR collects this on the call.
CSR does not program the key
The locksmith performs the technical programming. The CSR’s job is to collect the correct information and communicate it accurately.
Lesson 03
A key code is the information used to determine and cut the correct key. Locksmiths obtain it through legitimate locksmith and automotive information sources, depending on the vehicle and situation.
Important
The exact method depends on the vehicle, key type, year, and the locksmith’s available equipment and resources.
How the information flows
CSR Tip
Lesson 04
These two get mixed up on almost every residential call. One changes the key, the other changes the hardware.
Rekey
Rekeying changes the internal configuration of a lock cylinder so that an existing lock works with a new key.
What the customer might say
“I moved into a new house and want the existing locks to work with my new keys.”
Lock change
A lock change means removing the existing lock and installing a different lock.
What the customer might say
“I want to replace the locks on my doors.”
Knowledge check
Customer wants to keep the same lock but wants the old keys to stop working. What service?
Lesson 05
Customers use the word “install” for two very different jobs. Learning the difference keeps the locksmith from arriving with the wrong hardware.
Fresh installation
A fresh installation generally means installing a lock where there was no existing lock hardware, or where a new opening/setup is required.
Regular installation / replacement
Replacing or installing a standard lock using an existing door preparation/opening.
CSR Note
Always clarify what the customer currently has and what they want installed. Photos can help the locksmith determine the correct hardware.
Lesson 06
A lockout means the customer cannot get in. The service depends entirely on what they cannot access.
What the CSR should ask
Always confirm the exact service address and a callback number before dispatching.
Safe lockouts
Never assume every safe uses the same method. The locksmith needs details about the safe and the customer’s situation.
Urgency check
If anyone or any pet is locked inside a vehicle or property, flag the call as an emergency immediately.
Lesson 07
Beyond cars and front doors, Waypoint dispatches these calls every day. Expand each card to see exactly what to ask.
Mailbox key replacement and lock service for residential and cluster mailboxes.
What the customer might say
“I lost the key to my mailbox and can't get my mail.”
Lockouts and lock replacement for storage units.
What the customer might say
“I can't get into my storage unit — I lost the padlock key.”
Opening, replacing, or servicing padlocks depending on the situation.
What the customer might say
“My padlock is stuck and I lost the key.”
Commercial locks, storefronts, office doors, and related hardware.
What the customer might say
“The lock on our office front door needs to be replaced.”
Installation, replacement, and rekeying of deadbolt locks.
What the customer might say
“I want a deadbolt added to my back door.”
Electronic and smart locking systems, including keypad and app-controlled locks.
What the customer might say
“I bought a smart lock online and need it installed.”
Specialized locking hardware with restricted keys and reinforced construction.
What the customer might say
“I need a high-security lock for my front door.”
Creating an additional key from an existing key when appropriate.
What the customer might say
“I just need a spare copy of my house key.”
Lesson 08
Work through the checklist and tick off each item as you learn it. Your progress is saved while you train.
Customer's exact service location
What exactly is the customer trying to accomplish?
House / Car / Commercial / Safe / Mailbox / Storage / Other
Pin down the exact service
If automotive
If residential or commercial
Safety first
Lesson 09
Read what the customer says and pick the service they're most likely requesting. Every answer comes with the reasoning behind it.
Scenarios solved: 0/8Correct on first look: 0
Scenario 1
“My keys are inside my car and it's locked. It's a 2020 Toyota Camry.”
What service is the customer most likely requesting?
Scenario 2
“I stepped outside to take the trash out and the door shut behind me. I'm standing on my porch.”
What service is the customer most likely requesting?
Scenario 3
“I just bought a house. The locks are fine but I don't want the old owner's keys to work anymore.”
What service is the customer most likely requesting?
Scenario 4
“My front door knob is old, rusted, and sticks. I want new hardware on the door.”
What service is the customer most likely requesting?
Scenario 5
“I have my house key right here. My daughter is moving in and needs her own copy.”
What service is the customer most likely requesting?
Scenario 6
“The safe in my closet won't open. I don't remember the combination and there's no key.”
What service is the customer most likely requesting?
Scenario 7
“I lost every key to my 2016 Ford F-150. It has a start button, not a key slot. I have nothing to copy.”
What service is the customer most likely requesting?
Scenario 8
“Our storefront glass door lock is broken and we can't secure the shop tonight.”
What service is the customer most likely requesting?
Quick reference
Bookmark this block. It's the fastest way to refresh a term mid-call.
Same lock → new key
Old lock → new lock
Customer cannot access property / vehicle / safe
Electronic chip communicates with the vehicle
Remote buttons built into the key housing
Blade folds into the key housing
Push-to-start / proximity vehicle key system
Vehicle learns / authorizes the key electronically
Information used to determine and cut the correct key, obtained through appropriate sources depending on the vehicle or lock
Final knowledge test
Ten questions covering everything on this page. Score 80% or higher to complete your training.
What does PTS stand for on an automotive call?
