Customer Service, Documentation, and Professional Conduct
Domain 10 tests customer service, documentation, and professional conduct. The exam asks how you explain work, obtain approval, record findings, and protect the customer and yourself.
Communication and documentation
Explain the scope, cost, and code requirements in plain language. Obtain written authorization before work. Record appliance model, serial number, gas pressure, combustion readings, and test results. Leave the manufacturer's instructions, permit, and inspection record. Tag unsafe appliances and explain why.
Professional conduct
Work within your certificate and scope. Do not certify work you did not perform or cannot verify. Protect customer property and privacy. Report hazards honestly. Refuse to bypass safety devices. Follow up on deficiencies and keep records.
Worked example
A homeowner has an uncertified addition with a gas fireplace installed without a permit. You explain that you cannot simply connect it; the installation needs a permit, inspection, and verification of clearances and venting. You document the deficiencies, provide a written quote, and offer to bring it into compliance. You do not issue a false declaration.
Traps
- Promising code compliance without inspecting concealed work.
- Using vague invoices that do not identify the appliance or test results.
- Bypassing a safety device to satisfy a customer.
- Discussing a customer's account with others.
- Signing off work you did not personally verify.