CMT Customer Service & Communication Flashcards

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

Answer: Apologize and actively listen to their concern

Acknowledging the customer's frustration and listening first de-escalates the situation and builds trust.

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

Answer: Use plain language and avoid jargon

Plain language ensures the customer understands the issue without feeling overwhelmed by technical terms.

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

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.

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

Answer: To prevent dissatisfaction if the repair takes longer than expected

Setting realistic timelines prevents complaints and demonstrates professional integrity.

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

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.

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

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.