Customer Service

Ask Clarifying Questions

Name: Ask Clarifying Questions
Uploaded: 2025-05-29T15:50:42Z
Duration: 1 min 25 s
Description: Uncertainty can lead to safety risks and service delays. This video encourages technicians to seek clarity from supervisors about expectations—especially in gray areas like weather conditions, after-hours calls, and safety concerns. Asking questions shows professionalism, builds trust, and keeps everyone on the same page.

Uncertainty can lead to safety risks and service delays. This video encourages technicians to seek clarity from supervisors about expectations—especially in gray areas like weather conditions, after-hours calls, and safety concerns. Asking questions shows professionalism, builds trust, and keeps everyone on the same page.

Soft Skills

Best Practices

Communication

Mark Cukro

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Transcript

Now, if you're a technician and you're not sure what the standards are, ask your supervisor, ask your manager, and also ask them to explain situations, stories, experiences, occurrences, to fill in the gray area. So for example, if someone says you have, if you're on call, you have to come in and do an HVAC call.

Okay, fine. If it's raining out, do you expect us to respond indoors only? Are we supposed to work on things outdoors, which you shouldn't because of the electricity, but make sure it's clarified if it's starting to get dark outside. Should you work behind a building which may be next to other people's bedroom windows?

So if you are not sure. Ask your manager and get clarification. You could ask if you should respond. Maybe it's a thermostat, maybe it's a breaker. So you respond to the internal part of their home, but make sure that everyone knows it's unsafe to work outside in the dark, behind a building where there's multiple bedrooms on one side.

So the more that you can ask for clarification, the better service you can provide. So ask your supervisor. Ask your manager. Ask for their experiences, share your own, and be sure to ask questions. Your managers and supervisors always appreciate when you ask questions for clarification, because everybody can operate from the same perspective on the same page.