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Customer Service

Customer Trainer Skills Assessment

Assessment Category

Customer Service

Customer Trainer Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
AudioTextVideo
Skills
3
AdaptabilityCommunicationEmpathy
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Assessment Summary
Customer Trainers facilitate on-the-job coaching, developing educational material and organizing training sessions for new customers and internal customer service teams. Customer Service Trainers have use their own experience in customer service to coach employees in a customer relations department or call center for a business. In this job, your duties are to train customer care professionals, monitor their customer interactions, and provide feedback on where they can improve. They may also have to do damage control with demanding customers and work to resolve issues in this position.
Skills tested in this assessment
The skills that are tested in this assessment for a Customer Trainer include how skilled the candidate is in utilising different communication strategies, how they engage with customers in different scenarios and how they listen, use empathy and adaptability 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 how well they can adapt to unforseen customer and team issues.
What to test with this assessment
You can expect to learn what communication style and strategies the candidate may employ in different customer and team interactions, their levels of empathy, proficiency in problem solving effectively and adaptability in a way that establishes excellent customer experiences. You will also gain insight into the level of previous customer experience they have and what learnings they will be able to bring to their next contact centre representative role.
SKill Test

About the Customer Trainer Skills Assessment

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

A Customer Trainer works primarily to provide assistance, training and helpful resources to customers in order to ensure customers are getting the most value out of the product/service. 

This Customer Trainer test assesses whether job candidates can successfully work with customers to ensure they have the best experience possible with the company and remain satisfied. This can include having strong communication and adaptability skills, as well as being empathetic. 

Candidates who perform well on this Customer Trainer skills assessment will have all the technical skills to adapt to any situation they are put in, and work strategically to solve any customer issues or questions. They will also have the required soft skills to communicate effectively with all internal and external stakeholders. 

People that have strong communication skills are able to receive and give information to others in both a verbal and written form. Being a strong communicator includes being able to effectively listen and speak to others, allowing candidates to work collaboratively with other team members.
A candidate who is adaptable is able to adjust easily to new roles, responsibilities, settings and changes to the business. They are able to modify their behaviors or ideas to adhere to new situations and most importantly, are open to and welcome to change.
A candidate who is empathetic has the ability to deeply understand the feelings of others. They are able to understand how others may be feeling, and how they respond to specific situations. They acknowledge other people’s feelings and provide support and assistance.
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Vervoe skills assessments test a range of skills in one engaging, user-friendly flow. Unlock the hidden potential of candidates and remove unnecessary offline stages from your hiring process. Increase productivity and make decisions confidently with complete transparency around candidate scoring with data-rich profiles that make it simple to compare top performers.

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Customer Trainer Online Test Sample Questions

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Question Type

Question

Communication

Question Type: Audio

In Customer Training and Support, you will often need to tailor your communication to different types of people, including those who aren’t as technically literate as yourself. Choose a technical term in your industry or a product that you have used and record an explanation to someone who is not technically knowledgeable.
Question Type

Question

Adaptability

Question Type: Video

One of the other Customer Trainers has left suddenly and your manager has asked you to take over their accounts while a replacement is found. Can you recall a similar situation where things have changed abruptly - How did you respond? (2 minute audio recording)
Question Type

Question

Empathy

Question Type: Text

It’s Friday afternoon and the call queue is the longest it’s been all week. By the time your next caller is on the line with you, their temper has escalated after failing to connect and then waiting in queue again - they begin berating you for taking so long. What do you say when you hear how frustrated they are?

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Invite candidates to your assessment by email, or get them to apply by taking the assessment directly from your job ad, social post or careers page. Use an ATS? We have a growing suite of ready to use integrations.

Complete skill profile

Results are displayed with overall scores and rank plus breakdowns of achievements for individual skills. Top performers are easy to spot with badges and trophies.

Candidate report cards

In-depth report cards for each candidate including a breakdown of results and achievements for each skill along with full assessment responses.

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Easily shortlist, compare and share candidate report cards with hiring stakeholders. Leave comments and tag candidates for further stages.

“It eliminated bias, and we saw a huge improvement straight away. Candidates were now being assessed purely on their skills”

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Frequently asked questions

Yes, all assessments are fully customizable meaning you can edit a word or two or delete the question and add your own. You can also customize correct answer samples to your exact business specifications.

We offer assessments for any stage of your hiring process.

Top of Funnel: Screen candidates at the top of the funnel with interactive multiple choice questions that include multi media choices. You’ll be able to test knowledge quickly and keep candidates engaged. Assessments are quick to complete ~20min

Mid Funnel: Combine a variety of question types like multiple choice with media, video responses to see how they communicate and a couple of presentation or spreadsheet questions to dig deeper into their technical knowledge. Assessments take ~40min to complete.

Bottom Funnel: A great opportunity to focus on a single outcome and test extensively with a more elaborate question and some documentation around the process. Assessments take ~ 1.5 hrs to complete.

You can completely customize an assessment for your brand including logo, colors and intro videos. You are also able to customize all of the candidate messaging so that it’s unique to your brand and business.

No, Vervoe assessments test for a range of both job specific hard skills and soft skills like communication or attention to detail. This means you’re testing a complete set of skills so you can be confident the candidate you hire not only has the skills to do the job but that culturally and behaviourally they’re the right fit for your business too.

We offer a range of interactive question types including code challenges, presentations, spreadsheets, document uploads, video, audio, multiple choice with media options and more. Each question type is a sample version of the real life tool. For example a code challenge is a snapshot of a live developer environment where a candidate can complete a specific task.
We have an extensive online help center with video and written tutorials to help you get up and running. Our friendly customer success team is also only a question away and can be contacted via our help center.
Yes, all skills assessment are customizable and can be created to simulate a job or task. This provides the ability to test a candidate on real-life skills and abilities required for the role. A unique combination of different types of questions can simulate how a candidate will perform in different scenarios.

Combining a detailed job description with a skills assessment can help to identify the specific skills and knowledge required for a job, and can streamline the candidate selection process. By writing a clear and concise job description, hiring managers can attract the right candidates for each role.

Vervoe's comprehensive recruitment guides provide a competency framework that maps out the core job-related skills and soft skills required for success in the role. A recruitment guide helps understand the hiring process of building the ideal candidate profile, writing an accurate job description based on skills, selecting the ideal candidate, interviewing top performers, and making a job offer.

Vervoe is the most sophisticated skill testing recruitment software on the market. It uses advanced machine learning to create tailored skills assessments that are instantly auto-gradable, allowing companies to test candidates for any skill, and automatically grade their response at any scale.

Vervoe’s automated AI-powered screening leads to 90% reduction in time to hire, and 67% fewer interviews per hire.

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