ETA Certified Service Manager (CSM) exam help guide

ETA Certified Service Manager (CSM) is an ETA International certification for managers, owners, and department heads of service businesses such as electronics, computer, communications, and appliance repair facilities. ETA frames the competency list as useful for service and retail businesses where customer service and operational management are central.

ETA Press lists CSM as a stand-alone certification with no maintenance required, a lifetime term, no hands-on requirement, 100 questions, a 75% passing score, and 2 hours allowed to test. Preparation should cover manager responsibilities and objectives, personnel profiles and job descriptions, team building, training, hiring and employment laws, compensation systems, customer relations, service policies, service and production area development, test equipment procurement, financial and parts management, warranties and risk of liability, contract negotiation, vehicle procurement and maintenance, association involvement, quality systems, security, safety/OSHA, and project management.