CMT CMT Customer Service & Communication 3

Question 1

A customer wants to retrieve data from a severely damaged phone before repair. What is the appropriate response?

Accepted Answer

Inform them of data recovery options and limitations, then get written authorization

Answer

Explaining options and limitations honestly sets proper expectations and protects the technician from liability.

Question 2

When is it appropriate to decline a repair job?

Accepted Answer

When the technician lacks the skills or parts to do it safely and correctly

Answer

Accepting repairs beyond your capability risks further damage and legal liability.

Question 3

A customer claims their screen was cracked when returned, but it was cracked before intake. Which record protects the technician?

Accepted Answer

The signed intake form documenting pre-existing damage

Answer

A signed intake form with pre-existing damage noted is the authoritative record in any dispute.

Question 4

Which method is MOST effective for communicating repair status to a busy customer?

Accepted Answer

Send a text or email update at key milestones without requiring a callback

Answer

Proactive updates via the customer's preferred channel reduce inbound calls and improve satisfaction.

Question 5

A customer asks whether a third-party screen replacement will affect their manufacturer warranty. You should:

Accepted Answer

Honestly explain that third-party parts may void OEM warranty and let the customer decide

Answer

Transparent disclosure about warranty implications is an ethical obligation for certified technicians.

(CMT) Certified Mobile Tech Practice Test