Soft Skills Flashcards
When attaching a document using Microsoft “Outlook” e-mail you must
Click on the “paperclip” icon
From the following identify the most helpful internet map search engine.
When completing a service call the last action taken is presenting the invoice to the customer and obtaining a signature. Why is it important that all work performed is accurately described on the invoice?
To reference details at a later date
To identify warranty parts or service
To provide service details in written communication form
Service technicians must be thorough in order to prevent a breakdown in communication that results in lost time (money). Which of the following is not part of the required invoice information?
Original supplier of equipment
What measures can service technicians take to ensure that work orders are complete?
Write legibly
Do not rush
Explain the work order to the customer and ask if they have any questions
The most important element(s) of non-verbal communication is (are)
Body language
The quality of customer service can be enhanced if the technician takes the time to
Actively listen
An HVAC technician should always attempt to convey a professional image by
Clean and neat personal appearance
Clean and neat service vehicle (inside and outside)
Maintaining a clean and organized work site
If a technician determines he can not keep a scheduled customer appointment he should
Call the customer to keep them informed of your delay
Background checks are necessary to disclose employee history associated with
Criminal records
Credit reports
Drug testing
Which of the following would be a display of professionalism
Work uniform with company logo
Being punctual
Use of good people skills
