CMI Customer Service & Professional Conduct 2

Question 1

What is the purpose of a custodial service log or checklist?

Accepted Answer

To document completed cleaning tasks and provide accountability

Answer

To track how slowly workers complete tasks

Answer

To record personal breaks and meal times

Answer

To list only tasks that were not completed

Question 2

When a custodial technician discovers damaged property during cleaning, what is the correct course of action?

Accepted Answer

Document it and report it to a supervisor promptly

Answer

Attempt to repair it themselves to avoid trouble

Answer

Leave it and hope someone else reports it

Answer

Discard the damaged item to prevent further issues

Question 3

Which of the following is an example of maintaining confidentiality as a custodial technician?

Accepted Answer

Ignoring all printed materials and information observed while working

Answer

Sharing interesting documents seen during office cleaning with coworkers

Answer

Discussing client business details with friends outside of work

Answer

Reporting a visible confidential document left unsecured to a supervisor

Question 4

How does a custodial technician demonstrate respect for cultural diversity in the workplace?

Accepted Answer

By treating all building occupants with equal courtesy and respect

Answer

By avoiding interaction with occupants from different backgrounds

Answer

By applying different service standards based on occupant preferences

Answer

By learning only the customs of the majority culture

Question 5

A custodial technician receives a request from a building occupant that falls outside their normal duties. What is the best approach?

Accepted Answer

Politely explain their role and refer the occupant to the appropriate person or department

Answer

Refuse immediately without explanation

Answer

Agree to do the task regardless of scope

Answer

Ignore the request and continue working

Question 6

Which practice best supports effective communication between custodial staff and building management?

Accepted Answer

Attending team meetings, reading posted notices, and using the facility's communication system

Answer

Reporting only major issues and ignoring small problems

Answer

Communicating exclusively through informal conversations

Answer

Avoiding contact with management to stay focused on cleaning tasks

Question 7

What does it mean to take a 'customer-focused' approach in custodial services?

Accepted Answer

Understanding and meeting the cleanliness needs of occupants while maintaining facility standards

Answer

Prioritizing tasks that building occupants request over scheduled duties

Answer

Always doing exactly what individual occupants request without question

Answer

Focusing exclusively on efficiency without regard for occupant experience