Customer Advocate Skills Assessment

Customer Advocate Skills Assessment

Assessment Summary
Customer Advocates core objective is to enhance existing complaints processes, and ensure customer complaints are escalated – as well as responded to within specified timeframe. They are responsible for resolving complex customer queries, and processing complains or issues regarding products or services. This assessment contains 9 questions that test the candidate’s communication skills, their natural empathy, ability to utilise interpersonal skills and adapt to differing client needs and situations.
Skills tested in this assessment
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.
What to test with this assessment
You can expect to learn whether the candidate can be relied upon to communicate effectively with customers, and solve client problems. You’ll get a sense of their personality and communication style in the video questions, along with their ability to adapt to different types of clients and situations/complaints, whilst utilising empathy and their customer service skills.

About the Customer Advocate Skills Assessment

Want to hire the best Customer Advocate to help your business? Use our expert Customer Advocate skills test to hire the best person and never make another bad hire.

A Customer Advocate works primarily to solve customer complaints and ensures that any issue or complain regarding a product/service is escalated to the correct person to be solved as soon as possible. Their goal is to provide excellent service in an efficient manner, and work to satisfy any pain points that may arise for customers.

This Customer Advocate test assesses whether job candidates can successfully handle any challenges that they are faced with whilst following company processes, and work to assist customers with any issues or questions that they may have. This can include having strong communication and customer service skills, as well as being empathetic. 

Candidates who perform well on this Customer Advocate skills assessment will have all the technical skills to actively assist customers with any questions they have or any assistance that they require whilst in store. They will also have the required soft skills to effectively communicate with all internal and external stakeholders. 

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Question Type

Question

Communication

Question Type: Text

You have just had a very long customer complaint call, that eventually ended with a customer resolve, but also identified some areas/flaws in the businesses current complaints process. What do you do after this call?
Question Type

Question

Customer Service

Question Type: Audio

You have promised a customer a new feature/product that should have been launched last week. They were very excited and have been waiting for this to be released however, due to issues the launch date has been pushed to 2 months. Please record an audio recording leaving a message for the customer letting them know of the situation.
Question Type

Question

Empathy

Question Type: Text

Why is displaying empathy important on customer complaint calls, and how do you display this?

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