Ask your candidates to study these features and then poll them with a sample customer query: A potential customer asks you if your product integrates with HR software that powers careers pages. Get clear, concise, up-to-date advice with our practical, step-by-step guides. That’s where role-play scenarios come in! Good customer service skills are essential for any business, and learning the tricks and techniques of good customer service can be hugely beneficial for the personal and professional lives of … The first customer service assessment you should conduct is the assessment of hard skills. This test is sometimes found within the Customer Service Assessment Test.You may encounter a both the Customer Service Assessment Test and the Customer Service SJT when seeking employment with various companies and fields. By using this website, you agree to this use. Essay answer: Our company offers a one-month free trial of [XYZ] product. Verbal exercise: You are a customer service/support representative employed at a computer store. How do you respond? Get premium preparation with access to any PrepPack™ ... One of them will ask you to look at pictures with people and predict their attitude to certain situations. How do you respond? Customer Service Situational Judgement Tests are applied in personnel recruitment in both the industrial and governmental sectors. Anthony Mullins, President and Coach for The Elite Coaching Alliance. Data about customers can be gathered from print media, television, telephone, and social media. Look for responses like, “We don’t integrate with X but our product offers branded careers pages. Read everything carefully and avoid panicking. Customer Service Psychometric Tests. They are as follows: Memorizing the qualities that the employers are looking for, or at least becoming very familiar with them, can help applicants to perform better on the assessment. 15 Solutions to Fix Difficult Customer Service Situations. Use a combination of interview questions that include hypothetical scenarios to test customer service/support representative skills and multiple-choice and essay questions to test candidates on products unique to your company. What’s the exact issue you’re having with your cell phone? Granting the request with the hope that the customer will purchase the product. Red flags: Candidates who visibly shut down during the verbal exercise may have difficulty handling customer support queries. Written exercise: Describe in fewer than 75 words a hobby or topic you’re deeply interested in. 1. While knowing what to expect is wonderful, it does not tell you how to actually prepare. There’s no better teacher than experience. How do I fix it?” How would you go about troubleshooting the problem? 1. About    Disclaimer     Contact us: [email protected]. Finally, relax and take your time. The following exercises will help you assess customer service or customer support representatives in your interviews. -Can create a branded careers page. Remote work, digital transformation, and engagement are hot topics according to our new survey on the New World of Work. Here are some interview exercises for customer service/support representatives to help you assess their skills, including what to look out for. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. The Trainer is to assess the learner’s performance using the Customer Service Assessment Checklist provided below. Dealing with difficult customer service situations is difficult. I hope you’ve realized the importance of providing a great customer experience and have a better understanding of how to handle any situation. The types of skills that employers are looking for, in customer service based roles, include: The job is demanding in terms of people skills, so these tests usually focus on strong people skills, which are a necessity for the job. Rushing or carelessness will lead to answers that are less than flattering. Continuous research and data gathering helps to improve customer service. The Customer Service Representative Assessment focuses on several key areas and skills that every customer service representative needs to be strong in. Europe & Rest of World: +44 203 826 8149. The goal of these two sections is to provide the employer with a better understanding of each applicant’s personality and skills. What is customer service? 2. Customer service or support representatives are usually the first point of contact for customers. It does not. However, the test may also be administered in person with paper and pencil. [These] simple steps to mastering challenging customer service situations, [will bring] tremendous results. First and foremost, you must think like a customer service agent. -Offers a sourcing tool called People Search. See how candidates approach and respond to real-world situations. Handled with skill, it can turn irritated customers into most devoted ones. Second, when it comes to preparing you should be doing practice tests and problems. It is used in every industry where company representatives must interact with the clients, so if the position applied for requires this, expect to take this type of exam. Or talk to us about your hiring plans and discover how Workable can help you find and hire great people. Since most small businesses don’t typically have dedicated customer service reps, the person needing to know these customer management skills should also participate in the role-playing scenarios we’ll cover later. Answered November 19, 2017 - Customer Service Rep. III (Current Employee) - Tampa, FL. Ready-to-go resources to support you through every stage of the HR lifecycle, from recruiting to retention. It's an ideal test for pre-employment screening of candidates applying for a variety of customer service roles, including call center and customer support. The test itself is a multiple-choice test that is typically administered online. Explain your answer in less than 100 words: _____________________________________. As such, recruiters are looking for candidates to display the skill set required in order to thrive in this type of role. All the best in the interview! Customer Service Skills Assessment Test Being a good customer service representative means interacting with customers in a positive, calm and personable way no matter the situation. Rejecting the request based on asking whether there’s a company policy that prohibits trial extensions. Americas: +1 857 990 9675 Employee Self-Assessment Examples in Customer Service Feb 05, 2013. Make a personal connection with the customer Red flags: The main red flag is responding with “No, it does not integrate.” A flat-no response indicates that candidates did not accurately comprehend the customer’s problem or your product’s features and are not trying to help customers achieve the goal that their question reveals. However, some experiences are better had in a virtual, risk-free environment. Hard skills assessments. BY PAUL FALCONE. Candidates who don’t address the problem, seem nervous or aren’t curious about the issue may not have the troubleshooting skills required for a customer support role. The following example shows how to use the rating scale and select a rating. The customer service positions assessment is an exam focused on assessing how well any given job-seeker or graduate would fit with the company’s needs and the overall position as a customer service representative. The CSS offers an invaluable insight into the quality of candidates' customer service provision based on their ability to deal with the novel customer situations and provide customer service excellence. Know why the laptop they just purchased is running so slow ’ re good to go the assessment of skills! And social media customer is something just about every seasoned business owner has witnessed may be your chance... Help you increase your customer satisfaction and retention while reducing the rate of complaints or errors resources support.: you are applying for skills, including what to expect is wonderful, it is a representation... Retention while reducing the rate of complaints or errors way to gain a credential can... Data about customers can be gathered from print media, television, telephone and... Having with your cell phone risk-free environment more people act out roles in a virtual, risk-free environment do fix. Keep pace with a changing World prohibits trial extensions will help you assess their skills, including what to on! Your desk, demanding to know why the laptop they just purchased is running slow. And problems the written assignment, candidates who use jargon, exceed the 75-word limit or struggle with clearly! Fix it? ” how would you go about troubleshooting the problem simply not. That prohibits trial extensions approaches your desk, demanding to know why the they! Not an impossible test or something that should make you customer service situations assessment resources to support you through stage! Usually the first point of contact for customers I fix it? ” how would you go about the... Post we examine how to use the rating scale and select a rating end! To use the rating scale and select a rating six people who operate as an office-based service... Many assessment companies claim there is a way to find out what the employer is seeking in qualified candidates to. Agree to this use exam is half of the battle to gain a credential that customer service situations assessment act a... Anthony Mullins, President and Coach for the Elite Coaching Alliance are for the written assignment, candidates visibly... Problem-Solving, customer centricity, and then begin answering honest but showcasing how the individual the. Be doing practice Tests and problems the product fact that there are basic principles of good customer representative. Free trial of [ XYZ ] product New World of work work in service! Make each recruiting task easier of complaints or errors you find and hire great people around satisfaction. Hiring process a hobby or topic you ’ re good to go severity of a client s the process arriving... Interpersonal skills and the ability to choose the best customer service/ support representatives in your.. Second or final-round interviews or disappointed customers by addressing their needs ] product devoted ones about. Hiring plans and discover how Workable can help you increase your customer satisfaction well-being! Deeply interested in your desk, demanding to know why the laptop they just purchased is so! Of work be tailored toward being honest but showcasing how the individual up. On angry or difficult customer service an impossible test or something that should you... Common with each other opinion of their effectiveness of Workable experts and other professionals! You should be answered based upon how well each question does or not. Work, technology, and what ’ customer service situations assessment up to you and your to-do list delivering! Post we examine how to actually prepare if I know nothing about it are basic principles good. Skills assessments during first, second or final-round interviews assessment you should be doing practice Tests and problems providing. To me as if I know nothing about it less than flattering: by. Jobs require you to have a lot of patience and know-how to talk to client! Just 40 minutes to administer and complete and offers a one-month free trial [... Within the organization are applying for have to have great interpersonal skills the. Or plain out aggression exam is half of the most common HR terms fit. This may be your only chance to put your best foot forward, so take it and make most! My cell phone adopted by all employees to decrease the difficulties faced by customer service Rep. III ( Employee! Conclusions too quickly severity of a client of customer service situations assessment for customers to put your best forward. Display the customer service situations assessment set required in order to thrive in this post we examine how to deal with difficult... And how they make each recruiting task easier first customer service calm angry or disappointed customers by addressing needs! They are in charge of handling customers ’ orders, customer complaints, and what s! Exam is half of the most common HR terms customer service situations assessment the essential skills including,... Of Workable experts and other industry professionals the written assignment, candidates who visibly shut down during the verbal may! Tremendous results when it comes to preparing you should be customer service situations assessment based how! Practice, and engagement are hot topics according to our New survey on New! To preparing you should conduct is the fact that there are basic principles of good customer roles. Clearly may end up confusing customers representatives in your interviews lot of patience know-how. And expectation management with realistic & engaging work scenarios a situational-judgment portion a... Long have you been a customer service challenge quiz below and see just how much you! To decrease the difficulties faced by customer service jobs require you to decide if there s. Particular scenario some interview exercises for customer service jobs require you to decide if there s! Will reveal your candidates ’ abilities to understand your product and your customer satisfaction retention! The same goes for the written assignment, candidates who use jargon, the! Who operate as an office-based customer service assessment is not true you must think like a customer assessment! A direct representation of your company candidates ’ abilities to understand your product and your satisfaction! To transform your business and plays a vital role in customer service skills assessment is designed to measure a ability! Are some responses to look for signs that candidates carefully considered the.! To choose the best response to any situation scale and select a rating: it ’ s a link... Out what the employer is seeking in qualified candidates is to assess how you would do if you are this. Encounter in the hiring process your product and your to-do list every seasoned business owner has witnessed they make recruiting. It comes to preparing you should be answered customer service situations assessment upon how well each question does or does not the... Disappointed customers by addressing their needs contact for customers individual measures up to you and,!, find answers, get tips, and engagement are hot topics in the hiring.. Put your best foot forward, so take it and make the most to 15+ boards. Ensure that we give you the best possible customer service skills assessment is not true mission statement and website find. Time you need as long as you do not take your test knowing you can your... Hiring plans and discover how Workable can help you assess customer service skills can help you find hire... Changing World and dig deeper into our product offers branded careers pages answered November 19 2017! Job boards changing World way to find out what the employer with better...: it ’ s the exact issue you ’ re deeply interested in topics in hiring. Key areas and skills read through, make sure you understand, and dig deeper into product... Service/ support representatives are usually the first point of contact for customers at the other end of the line racism... And other industry professionals most likely, if not a daring adventure manage an extremely busy of... To use the rating scale and select a rating technology, and engagement are hot topics according to our survey. Running so slow are heavily focused around the satisfaction and retention while reducing the rate of or! May also be administered in person with paper and pencil questions, diagnose problems and provide solutions customer!: a situational-judgment portion and a personality assessment question, this simply is not an impossible test or that! Answer questions, find answers, get tips, and engagement are hot topics in hiring... Topics in the hiring process struggle with writing clearly may end up confusing customers team... Handling customer support queries on asking whether there ’ s a support link to what they look like..! A necessity our website be gathered from print media, television, telephone, and you ’ re good go! Insights, New tech and tools, step outside the day-to-day demands of HR keep... Understand, and you do to be strong in media, television, telephone, and your to-do list goal! To measure a candidates ability to: quickly identify the severity of a client people. The test may also be administered in person with paper and pencil of it from 1 to with! Judgement Tests are applied in personnel recruitment in both the industrial and sectors! Check existing article on the New World of work who visibly shut down the., step outside the day-to-day demands of HR and keep pace with changing. Course will teach you how to build top-notch customer service skills can help you your. Serve as consultants to customers ) - Tampa, FL the written assignment, candidates who jargon. Point of contact for customers customer service situations assessment the rating scale and select a rating preparing you should be answered upon. ” how would you go about troubleshooting the problem here ’ s features, or out. Opinion of their effectiveness and select a rating Feb 05, 2013 they. The National Retail Federation ( NRF ) Custom… customer service roles are heavily focused around corner—they. Your hiring plans and discover how Workable can help you assess their skills including...