CMT CMT Customer Service & Communication

Question 1

A customer arrives angry about a previous repair that failed again. What is the BEST first step?

Accepted Answer

Apologize and actively listen to their concern

Answer

Immediately offer a full refund

Answer

Blame the manufacturer

Answer

Ask the customer to come back later

Question 2

Which communication style is most effective when explaining a technical issue to a non-technical customer?

Accepted Answer

Use plain language and avoid jargon

Answer

Use technical terminology to appear professional

Answer

Write a detailed technical report

Answer

Refer them to the manufacturer's manual

Question 3

A customer asks for a repair that you believe is not cost-effective compared to a replacement. You should:

Accepted Answer

Honestly present both options with costs so the customer can decide

Answer

Perform the repair without comment

Answer

Refuse to do the repair

Answer

Only recommend the most expensive option

Question 4

What is the purpose of setting realistic expectations with a customer about repair time?

Accepted Answer

To prevent dissatisfaction if the repair takes longer than expected

Answer

To charge more for rush jobs

Answer

To discourage the customer from waiting

Answer

To meet manufacturer warranty requirements

Question 5

A customer disputes a charge on their invoice after picking up their repaired device. The best approach is to:

Accepted Answer

Review the work order with the customer calmly and explain each charge

Answer

Refuse to discuss pricing after the fact

Answer

Immediately give a discount to avoid conflict

Answer

Ignore the complaint

Question 6

When should a technician follow up with a customer after a repair?

Accepted Answer

Within 24-48 hours to confirm the device is working properly

Answer

Only if the customer calls first

Answer

After 30 days

Answer

Never, as the warranty covers any issues