Demonstrate Professional and Ethical Work Practices and Customer Relations
Professional and Ethical Work Practices and Customer Relations
This domain tests conduct: honesty, disclosure, confidentiality, and handling an upset customer. It carries real weight because it protects the shop's reputation and the rider's safety.
Core rules
- Recommend only the work the vehicle needs, and explain why in plain language. Show the worn part if the customer asks.
- Offer the customer the old components; never quietly keep or resell them.
- Do not promise a completion time you cannot meet. If a job runs late, call before the deadline, not after.
- Keep customer information and vehicle data confidential. Never use a customer's bike for personal errands or unauthorized test rides.
- Never tamper with an odometer, disable a safety device, or fit a part that does not meet specification to save cost.
- Handle complaints by listening without interrupting, acknowledging the concern, stating what you will do and when, doing it, and following up.
- Present yourself properly: clean uniform, ID, safe conduct in the shop, respect for the customer's property.
- Disclose conflicts of interest, and refuse gifts or commissions that would influence a repair recommendation.
Worked example
A customer declines a recommended brake pad replacement, saying the pads "still have life." The technician shows the measured thickness against the limit, explains the risk, and records on the job order: "Pads at 1.0 mm, limit 1.5 mm; replacement recommended; customer declined; advised of safety risk," with the customer's signature. Reasoning: the shop cannot force the repair, but it must document that the risk was disclosed - this protects both the rider and the shop.
Traps
Overselling unnecessary parts; arguing with an upset customer; promising a warranty you cannot honor; skipping documentation of a declined repair; discussing one customer's job with another.