Customer Service & Professional Conduct Flashcards
7 cards from real CMI practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service & Professional Conduct flashcards as text
What is the purpose of a custodial service log or checklist?
Answer: To document completed cleaning tasks and provide accountability
Service logs provide a documented record of completed tasks, supporting accountability and helping supervisors verify that standards are being met.
When a custodial technician discovers damaged property during cleaning, what is the correct course of action?
Answer: Document it and report it to a supervisor promptly
Promptly documenting and reporting damage protects both the technician and the facility from liability and ensures proper repair processes are followed.
Which of the following is an example of maintaining confidentiality as a custodial technician?
Answer: Ignoring all printed materials and information observed while working
Custodial staff regularly enter private spaces and must not read, share, or engage with confidential materials they encounter during their work.
How does a custodial technician demonstrate respect for cultural diversity in the workplace?
Answer: By treating all building occupants with equal courtesy and respect
Equal, respectful treatment of all occupants regardless of background is the foundation of inclusive professional conduct in custodial services.
A custodial technician receives a request from a building occupant that falls outside their normal duties. What is the best approach?
Answer: Politely explain their role and refer the occupant to the appropriate person or department
Clearly and courteously explaining your scope of responsibilities while directing the occupant to the right resource maintains professionalism without leaving their need unaddressed.
Which practice best supports effective communication between custodial staff and building management?
Answer: Attending team meetings, reading posted notices, and using the facility's communication system
Active participation in formal communication channels keeps custodial staff informed and ensures that operational issues are addressed in a timely manner.
What does it mean to take a 'customer-focused' approach in custodial services?
Answer: Understanding and meeting the cleanliness needs of occupants while maintaining facility standards
A customer-focused approach means balancing occupant needs and satisfaction with established cleaning standards and facility requirements.