Safety, Standards, and Customer Service Practices
Safety, Standards, and Customer Service Practices
This domain tests safe field work, code and standard awareness, and professional customer interaction. Expect PPE, ladder and bucket-truck safety, electrical and grounding rules, laser/fiber hazards, FCC and NEC references, and in-home conduct.
Core rules and concepts
- Follow OSHA and employer rules: PPE, three-point contact on ladders, fall protection, traffic control, lockout/tagout, and confined-space procedures. Treat all lines as energized until verified.
- NEC Article 820 covers coaxial cable; Article 770 covers optical fiber; grounding and bonding at the premises entry are required. FCC Part 76 governs signal leakage and technical standards; SCTE and ANSI/TIA documents provide accepted test practices.
- Fiber work requires laser safety, eye protection when cleaving, and safe disposal of shards. Never look into a fiber or connector.
- Customer service: identify yourself, show ID, explain the work, obtain permission before entering, protect floors and belongings, answer questions plainly, test the service, clean up, and document.
Worked example
A 24 ft extension ladder is needed to reach an eave 20 ft high. Use the 4:1 rule: base distance = 20/4 = 5 ft from the wall. Extend the ladder about 3 ft above the roofline, secure it, and maintain three-point contact. If the ground is soft or sloped, use a stable base and have a helper foot the ladder.
Traps that cost marks
Skipping PPE; assuming a ground is optional; looking into a fiber; entering a home without clear permission; promising a fix before testing; leaving without demonstrating service or documenting the visit.