CMT Customer Service & Communication Flashcards
6 cards from real CMT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CMT Customer Service & Communication flashcards as text
What information should be collected on a repair intake form?
Answer: Customer contact info, device description, reported issue, and visible damage
A complete intake form protects both the technician and customer by documenting the device's condition prior to service.
A customer becomes verbally aggressive. The CMT-recommended response is to:
Answer: Stay calm, maintain a professional tone, and offer to involve a manager if needed
Remaining professional and offering escalation options protects staff and often resolves conflicts.
Why is it important to obtain customer authorization before performing additional repairs discovered during service?
Answer: To ensure the customer agrees to additional costs and maintains trust
Unauthorized work can lead to billing disputes and damage the shop's reputation.
Which practice best demonstrates active listening when a customer describes a problem?
Answer: Paraphrasing the customer's description back to confirm understanding
Paraphrasing confirms comprehension and shows the customer their concern has been heard.
A repair estimate turns out to be significantly higher than quoted. You should:
Answer: Contact the customer immediately with the revised estimate before proceeding
Prompt disclosure of cost changes respects the customer's financial decisions and maintains ethical standards.
What is the benefit of using a standardized checklist when completing a repair?
Answer: It ensures consistent quality and provides documentation of steps completed
Checklists reduce errors, ensure quality control, and provide a record of completed work.