CTE Customer Communication and Service 2

Question 1

A customer requests service outside of normal business hours due to an emergency. A CTE should FIRST:

Accepted Answer

Assess whether an after-hours emergency response is available and inform the customer

Answer

Checking available after-hours options and communicating them to the customer demonstrates responsiveness and professionalism.

Question 2

During a service call, you discover additional problems beyond what the customer originally reported. You should:

Accepted Answer

Inform the customer of the additional findings and obtain authorization before proceeding

Answer

Informing the customer and obtaining authorization for additional work is required for ethical and professional service delivery.

Question 3

Which of the following is a sign of ACTIVE listening during a customer interaction?

Accepted Answer

Nodding, paraphrasing the customer's concern, and asking follow-up questions

Answer

Paraphrasing and asking follow-up questions confirm understanding and show the customer they are being heard.

Question 4

A customer challenges your repair recommendation, insisting a different approach is correct. The BEST response is to:

Accepted Answer

Calmly explain the reasoning behind your recommendation and address the customer's concerns

Answer

Calmly explaining your reasoning while addressing the customer's viewpoint demonstrates professionalism and builds confidence in your expertise.

Question 5

What is the PRIMARY purpose of obtaining a customer's signature on a work order before beginning a repair?

Accepted Answer

To confirm the customer's authorization and agreement to the scope and terms of service

Answer

A signed work order documents the customer's informed consent to the proposed scope of work and associated costs.

(CTE) Certified Technical Experts Practice Test