ASF Communication & Stakeholder Engagement 2 — Questions and Answers
Question 1: A customer calls upset that their refrigerator repair was completed yesterday but it stopped cooling again today. What is the FIRST thing a technician should do?
- Apologize and schedule a return visit immediately
- Tell the customer to check if it was plugged in correctly
- Ask the customer to describe the symptoms in detail before responding (Correct answer)
- Transfer the call to a supervisor
Correct answer: Ask the customer to describe the symptoms in detail before responding
Gathering detailed symptom information first allows the technician to accurately assess whether it's the same issue or a new problem before committing to a course of action.
Question 2: When leaving a voicemail for a customer about their appliance repair appointment, which information is MOST critical to include?
- The technician's personal cell number
- The appointment time window, the technician's name, and a callback number (Correct answer)
- A full description of the parts that will be replaced
- The company's social media handles
Correct answer: The appointment time window, the technician's name, and a callback number
A professional voicemail must give the customer enough information to confirm or reschedule, which requires the appointment window, who to expect, and how to reach the company.
Question 3: During a service call, a homeowner insists a repair the technician just completed is still broken. The technician is confident the repair is correct. What should the technician do?
- Argue the point until the customer agrees
- Calmly demonstrate the appliance functioning and explain what was repaired (Correct answer)
- Leave and note the customer as difficult in the report
- Offer a full refund immediately
Correct answer: Calmly demonstrate the appliance functioning and explain what was repaired
Demonstrating the repair and providing a clear explanation validates the technician's work while helping the customer understand and build confidence in the outcome.
Question 4: A property manager oversees 50 rental units and is a high-volume client. Which communication approach BEST maintains this stakeholder relationship?
- Treat them exactly the same as any individual homeowner
- Provide periodic account summaries and a dedicated point of contact (Correct answer)
- Only contact them when a repair is complete
- Offer discounts without any formal communication plan
Correct answer: Provide periodic account summaries and a dedicated point of contact
High-volume commercial stakeholders benefit from structured reporting and dedicated contacts, which builds trust and demonstrates professionalism.
Question 5: A technician discovers the repair will cost significantly more than the original estimate. At what point should the customer be notified?
- After the repair is complete so they can see the value
- Only if the cost doubles
- As soon as the additional cost is identified, before proceeding (Correct answer)
- At the time of invoicing
Correct answer: As soon as the additional cost is identified, before proceeding
Customers must authorize additional costs before work proceeds; proceeding without approval is a billing dispute risk and damages trust.
Question 6: Which of the following is an example of ACTIVE listening during a customer service call?
- Interrupting to offer solutions as soon as the problem is mentioned
- Saying 'uh-huh' repeatedly without engaging with the content
- Summarizing what the customer said and asking clarifying questions (Correct answer)
- Putting the customer on hold to look up their account
Correct answer: Summarizing what the customer said and asking clarifying questions
Active listening involves reflecting back what was heard and clarifying gaps, which confirms understanding and makes the customer feel heard.
Question 7: A technician is running 90 minutes late to an appointment. What is the BEST course of action?
- Arrive late and apologize in person
- Call or text the customer as soon as the delay is known, provide a new ETA, and apologize (Correct answer)
- Skip the appointment and reschedule for another day
- Have the dispatcher send a generic delay notification without an updated ETA
Correct answer: Call or text the customer as soon as the delay is known, provide a new ETA, and apologize
Proactive, timely notification with a revised ETA respects the customer's time and prevents frustration from uncertainty.
ASF Communication & Stakeholder Engagement 2
A customer calls upset that their refrigerator repair was completed yesterday but it stopped cooling again today.
What is the FIRST thing a technician should do?