CMT CMT Customer Service & Communication 1 — Questions and Answers
Question 1: A customer arrives angry about a previous repair that failed again. What is the BEST first step?
- Apologize and actively listen to their concern (Correct answer)
- Immediately offer a full refund
- Blame the manufacturer
- Ask the customer to come back later
Correct answer: Apologize and actively listen to their concern
Acknowledging the customer's frustration and listening first de-escalates the situation and builds trust.
Question 2: Which communication style is most effective when explaining a technical issue to a non-technical customer?
- Use plain language and avoid jargon (Correct answer)
- Use technical terminology to appear professional
- Write a detailed technical report
- Refer them to the manufacturer's manual
Correct answer: Use plain language and avoid jargon
Plain language ensures the customer understands the issue without feeling overwhelmed by technical terms.
Question 3: A customer asks for a repair that you believe is not cost-effective compared to a replacement. You should:
- Honestly present both options with costs so the customer can decide (Correct answer)
- Perform the repair without comment
- Refuse to do the repair
- Only recommend the most expensive option
Correct answer: Honestly present both options with costs so the customer can decide
Providing transparent options respects the customer's autonomy and builds long-term trust.
Question 4: What is the purpose of setting realistic expectations with a customer about repair time?
- To prevent dissatisfaction if the repair takes longer than expected (Correct answer)
- To charge more for rush jobs
- To discourage the customer from waiting
- To meet manufacturer warranty requirements
Correct answer: To prevent dissatisfaction if the repair takes longer than expected
Setting realistic timelines prevents complaints and demonstrates professional integrity.
Question 5: A customer disputes a charge on their invoice after picking up their repaired device. The best approach is to:
- Review the work order with the customer calmly and explain each charge (Correct answer)
- Refuse to discuss pricing after the fact
- Immediately give a discount to avoid conflict
- Ignore the complaint
Correct answer: Review the work order with the customer calmly and explain each charge
Walking through the invoice itemizes the value of work performed and resolves misunderstandings professionally.
Question 6: When should a technician follow up with a customer after a repair?
- Within 24-48 hours to confirm the device is working properly (Correct answer)
- Only if the customer calls first
- After 30 days
- Never, as the warranty covers any issues
Correct answer: Within 24-48 hours to confirm the device is working properly
A prompt post-repair follow-up demonstrates professionalism and catches recurring issues early.
CMT CMT Customer Service & Communication 1
A customer arrives angry about a previous repair that failed again.
What is the BEST first step?