Customer Communication, Records and Workshop Supervision
Customer communication, records and workshop supervision
This domain tests the paperwork and people side of MAC work: explaining faults, obtaining authority, recording refrigerant transactions and supervising safe practice.
Core rules
- Explain the diagnosis in plain language, including safety implications, options, likely cost and what happens if a leak is not repaired. Obtain customer authorisation before extra work.
- Record refrigerant recovered, added and recycled or reclaimed, cylinder identifiers, dates, technician, leak test results and waste transfer. Records must be traceable.
- A top-up without leak investigation is poor practice and may breach refrigerant regulations. Record the reason for any top-up and advise repair.
- Supervision includes competence checks, PPE compliance, toolbox talks, equipment calibration, cylinder storage, housekeeping and incident reporting.
- Handover should state what was done, what was found, what remains and any customer advice.
Worked example
A customer declines a leaking evaporator repair but asks for a top-up. Explain that the leak will continue, that repeated top-ups are not a compliant long-term solution, and record the advice and the customer decision. If a top-up is permitted, record the amount and the leak status. The reasoning is that the record protects the customer, the workshop and the technician.
Traps
- Relying on verbal authorisation only.
- Recording refrigerant amounts from memory.
- Topping up without a leak check.
- Leaving a trainee unsupervised on refrigerant work.
- Missing cylinder or waste records.