Customer Communication, Documentation and Industry Compliance
Core concepts
Understand professional communication: greeting the customer, listening actively, explaining technical issues in plain language, providing accurate quotes and obtaining authorisation before additional work. Know the importance of job cards, repair orders, service records and warranty documentation. Cover privacy obligations for customer data, fair trading and consumer guarantees, and the requirement to disclose defects honestly. Understand workplace records, environmental reporting and licensing obligations. Know how to handle complaints professionally and how to document a repair so it can be traced later.
Traps
Questions often test whether a technician may perform extra work without authorisation (they may not, unless safety-critical and the customer cannot be reached under an agreed policy). Watch for assumptions that verbal quotes are sufficient, or that customer information can be shared freely.
Worked example
A customer authorises a service only. During the service, the technician finds worn front brake pads below the minimum thickness. The technician contacts the customer, explains the safety risk, provides a written quote, and proceeds only after receiving approval. The conversation and approval are recorded on the job card.
Rule of thumb
If it is not documented, it did not happen. Record authorisations and findings.