CMI Customer Service & Professional Conduct

Question 1

When a building occupant complains that a restroom was not cleaned properly, what is the most appropriate first response from a custodial technician?

Accepted Answer

Apologize and immediately return to re-clean the area

Answer

Explain that you already cleaned it and move on

Answer

Report the occupant to your supervisor

Answer

Ask the occupant to submit a written complaint

Question 2

Which of the following best describes professional appearance standards for a custodial technician?

Accepted Answer

Wearing a clean, properly fitting uniform with a visible ID badge

Answer

Wearing street clothes to be comfortable during long shifts

Answer

Wearing personal clothing as long as it is dark-colored

Answer

Appearance is not important as long as the work is done correctly

Question 3

A custodial technician is cleaning an office and a staff member asks for the location of a specific file cabinet. What should the technician do?

Accepted Answer

Politely explain you are not familiar with the office layout but offer to get someone who can help

Answer

Ignore the request and continue cleaning

Answer

Search the office to find the file cabinet for the staff member

Answer

Tell the staff member to ask their coworkers

Question 4

When working in occupied areas, a custodial technician should primarily:

Accepted Answer

Minimize disruption to occupants while maintaining cleaning standards

Answer

Work as quickly as possible regardless of disruption

Answer

Ask all occupants to leave before beginning work

Answer

Only clean areas when they are completely empty

Question 5

Which behavior best demonstrates a custodial technician's commitment to professionalism?

Accepted Answer

Arriving on time, completing assigned tasks, and communicating proactively with supervisors

Answer

Discussing a coworker's performance issues with building occupants

Answer

Taking extended breaks when supervisors are not present

Answer

Using personal devices extensively during shift

Question 6

A custodial technician notices a spill in a high-traffic hallway that is a slip hazard. The area is outside their assigned zone. What should they do?

Accepted Answer

Place a wet floor sign and clean it up, then notify the appropriate staff

Answer

Leave it for the technician assigned to that zone

Answer

Report it to the front desk and wait for instructions before doing anything

Answer

Ignore it since it is not their responsibility

Question 7

How should a custodial technician handle a situation where a building occupant is consistently rude or disrespectful?

Accepted Answer

Remain calm and professional, and report repeated issues to a supervisor

Answer

Respond with equal rudeness to assert boundaries

Answer

Refuse to clean that person's workspace

Answer

Discuss the behavior with other custodial staff during breaks