Topic 5 of 5

Working with customers and colleagues

How you behave reflects on your employer. Customers often judge a firm on how tidy and polite the electrician was, not just on the wiring.

Working in someone's home or business

• Arrive on time, introduce yourself and carry ID.
• Explain what you're going to do, how long it'll take and when the power will be off.
• Protect their property: dust sheets, shoe covers, care with furniture and decorations.
• Keep the work area tidy and safe, and clean up at the end of each day.
• Respect privacy. Don't use their things or discuss their home with others.
• Explain how to use new equipment before you leave.

Handling a complaint

1. Listen without interrupting and stay calm.
2. Apologise for the problem, without arguing about who's to blame.
3. Don't promise what you can't deliver. Pass it to your supervisor if it's beyond you.
4. Make sure someone follows it up.

Working with colleagues

• Co-operate with other trades: share the programme, don't damage their work, and leave areas safe.
• Follow reasonable instructions and ask if you're not sure.
• Deal with disagreements calmly. If they can't be sorted, take them to your supervisor.

Equality Act 2010

It's against the law to discriminate against someone because of a protected characteristic. There are nine: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. This applies to how you treat colleagues and customers.

Exam tip: when in doubt about a customer request that changes the job, be polite, don't agree on the spot, and refer it to your supervisor.