Customer Trainer Skills Assessment

Customer Trainer Skills Assessment

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.

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. 

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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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