Customer Service Skills Assessments

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Assessments

(29)

The skills tested in this assessment for a Support Team Lead include their ability to display strong organisational skills, communicate to, and with their team and display strong leadership skills. You will get a feel for their ability to navigate and motivate different team members, and motivate their team to perform. You will understand their leadership style and ability to adapt to different situations with their team.

The skills tested in this assessment for a CX Agent include their ability to build rapport and communicate with customers, and active listen to client queries. You will get a gauge of their organisation skills, as well as their attention to detail and ability to liaise with internal stakeholders to ensure smooth client experiences.

The skills tested in this assessment for a Customer Advocate include their ability to build rapport and communicate with customers, how they would balance the different parts of a CA, and how they would adapt to particular client interactions and situations. It will also test their ability to be empathetic , utilise strong customer service skills, and communicate clearly and effectively with differing clients and needs.

The skills tested in this assessment for a Customer Service Representative include their ability to build rapport and communicate with customers, how they would balance the different parts of a CSR role, and how they would adapt to particular client interactions and situations. It will also test their ability to problem solve and navigate difficult scenarios.

The skills tested in this assessment for a Retail Sales Assistant include their ability to build rapport and communicate with customers on the sales floor, how they would pitch the product or service to said customers, as well as how they would handle different types of client situations You will get a gauge of their product knowledge and ability to sell the business product.

The skills that are tested in this assessment for a Customer Service Agent include how skilled the candidate is in utilising different communication strategies, how they engage with customers in different scenarios and how they listen and respond to customer queries. This assessment will test the thought processes they have to resolve customer queries in a positive and concise way, how they would empathise with frustration, as well as their opinion on what constitutes quality customer service.

The skills tested in this assessment for a Call Centre Supervisor include how skilled the candidate is in utilising different communication strategies with both customers and their team, how they encourage collaboration amongst call centre representatives to achieve optimal service outcomes and ability to gather and analyse data pertaining to various call centre success metrics. Over the course of 9 questions in this assessment, the candidate will also showcase their leadership and coaching ability.

The skills tested in this assessment for a Customer Service Agent include their ability to converse and interact with a diverse customer base, provide excellent customer service in various scenarios, and both their understanding of, and ability to deploy active listening in customer interactions. The questions should showcase their ability to nurture client interaction to ensure a delightful experience between customer and organisation. They will test candidates’ ability to effectively manage difficult customers, by retaining a calm, positive, empathetic, and professional attitude toward customers at all times.

The skills tested in this assessment for a Client Relations Specialist include their ability to acquire and retain customers, provide excellent customer service in various scenarios, and communicate effectively. The questions should showcase their ability to identify prospects and nurture existing client relationships to uncover up-sell opportunities. They will test candidates’ ability to effectively manage service level frameworks for their inbound and outbound activities and how they build and maintain rapport with key stakeholders.

The following assessment will test the candidate’s understanding of the skills and requirements it takes to be a successful Implementation Manager. The questions will showcase their experience in project management, people management, leadership, and their skills in communicating with customers and colleagues, conflict management and how they deal with challenges. This will give you insights into their character, how they will approach difficult conversations or situations and lead complex projects and teams

The following assessment will test the candidate’s understanding of the skills and requirements it takes to be a successful Implementation Consultant. The questions will showcase their experience in project management, how they communicate with customers and colleagues and how they have dealt with challenges during their career, giving you an insight to how they will approach any future difficult conversations or situations. Their answers will also display their technical and organisation experience.

The skills tested in this assessment for a Relationship Manager include their ability to manage communications - strategy, negotiations, contracts, problem solving and ability to build and maintain rapport with clients/partners at all times. The questions should showcase their ability to prioritise and manage expectations in an organised way, and how they maintain rapport and manage stakeholders.

Customer service hiring assessments and skills tests

Customer service skills are essential for any company. In order to ensure that your customer service team is up to par, you may want to consider using an assessment test. A pre-employment assessment test can help you determine which candidates have the necessary skills to provide excellent customer service. Additionally, assessment tests can help you assess your customer service training program and identify areas that need improvement.

What is a customer service skills test?

A customer service skills test is a tool used to measure an individual’s ability to provide customer service. Typically, a customer service skills test includes a variety of questions that assess an individual’s knowledge of customer service principles and practices. Additionally, many customer service skills tests measure an individual’s ability to solve problems and handle difficult customer interactions. Customer service skills tests are useful for hiring managers and recruiters looking to incorporate skills based hiring in their recruitment strategy.

What are some examples of customer service skills test questions?

Some common customer service skills test questions include:

  • There has been a misunderstanding with a new client on the sorts of results that they could obtain from using our software, although this was explained to them during sales and onboarding. The client blames you for this and writes a very tense email. How would you approach and resolve this situation?
  • A customer you have never met before and only communicated with via email has agreed to meet virtually. How would you begin a customer call? Talk through how you would introduce yourself and what questions would you ask to make the customer feel at ease and to start getting to know them.
  • Your customer success team has told you repeatedly that another area of the business who they rely on are not responding in a timely manner and this is impacting customers. How would you work with that department’s leader to resolve this issue and what would you suggest?
  • One of your CSMs is underperforming and is set to not meet their KPIs for the quarter. Explain how you would talk to them and what would you recommend to help set them back on course for success?

Customer service assessment templates

If you are interested in creating your own customer service assessment test, there are a variety of questions and templates available in the Vervoe assessment library for you to use. Below are some examples:

  • Customer Success Associate Assessment Template
  • Customer Support Manager Assessment Template
  • Relationship Manager Assessment Template
  • Contact Centre Representative Assessment Template
  • Retail Associate Assessment Template

When creating your assessment test, be sure to include a mix of questions that assess both knowledge and skills. Additionally, be sure to include questions that are specific to your company and the industry you operate in.