CMT Customer Service & Communication Flashcards

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

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

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

When is it appropriate to decline a repair job?

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

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

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

Answer: The signed intake form documenting pre-existing damage

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

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

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

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

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

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

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

What does 'managing customer expectations' mean in a mobile repair context?

Answer: Clearly communicating realistic outcomes, timelines, and potential risks before work begins

Realistic communication before the repair prevents disappointment and post-repair disputes.