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Customer Service Aptitude Test
Test duration:
20
min
No. of questions:
10
Level of experience:
Entry Level

Customer Service Aptitude Test

A woman is seated at a desk with a laptop and speaking through a microphone.

Customer Service Skills Assessment Test

In today’s ever-demanding and constantly changing world, the customer is king. Organizations that have mastered the art of understanding customer needs and have a framework for efficient customer service will survive in the long run. Customer service starts from pre-purchase, spans during the purchase, and is critical during the post-purchase stages of the product/service lifecycle. A customer service representative should have a positive attitude, attention to detail, product knowledge, attentiveness, effective speaking skills, and effective listening. Global customer service experts have created iMocha’s customer service assessment test to check the competency of candidates in the skills mentioned above.

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How it works

Test Summary

This customer service skills test helps recruiters and hiring managers assess the customer service skills of the candidates. For this reason, an emphasis is laid on evaluating candidates’ knowledge through scenario-based questions.

Changing format and competencies:

Technical advancements have entirely transformed how business is conducted. In today’s digital era fulfilling customer service expectations needs a very different mindset.

The following are the critical skills required by customer service representatives:

  1. Empathy and calmness
  2. Problem-solving approach
  3. Customer orientation
  4. Assertive communication skills

Structure of the customer service skills assessment test:

iMocha’s customer service aptitude test takes a scenario-based approach to evaluate “rock stars who have the right mindset” through a series of questions based on the following:


  1. What is customer service?
  2. What are the dos and don’ts of customer service?
  3. Why is customer service critical, and why must teams be champions in these skills?
  4. How effective is an individual in customer service?
  5. How should one conduct case analysis, and what are do’s and don’ts in critical cases?

Our customer service online assessment test is useful for hiring customer service representatives for various industries such as:


  1. IT and Telecom
  2. E-commerce
  3. Retail
  4. Finance, Insurance, and Banking
  5. Transport & Logistics
  6. Airline
  7. Travel & Hospitality
  8. Healthcare and Pharma
  9. New Technology Startups

Our unique customer service assessment methodology

Our customer service competency test contains hand-picked scenario-based questions crafted by our skilled customer service experts, who come with a minimum of 21 years of experience. It will surely help you discover potential winners in an engaging and quantifiable way based on the latest frameworks and application of knowledge. Using powerful reporting of a customer service skills test, you can have a detailed analysis of the test results. It will give you a fair idea of the strengths and weaknesses of applicants for the given skills so that you can make a better hiring decision and predict the candidate’s performance. Our customer service pre-employment test also offers webcam proctoring to help you identify whether the candidate has used unfair means to take the test.

Our customer service pre-employment test also offers image/audio/video proctoring to help you identify whether the candidate has used unfair means to take the test. This customer service representative assessment test is designed considering EEOC guidelines; it will help you assess and hire diverse talent without bias.

The customer service online test may contain MCQs (Multiple Choice Questions), MAQs (Multiple Answer Questions), Fill in the Blanks, Descriptive, Whiteboard Questions, Audio / Video Questions, LogicBox ( AI-based essay evaluation), Job-based Simulations, True or False Questions, etc.

Useful for hiring
  • Customer Service Representative
  • Customer Service Executive
  • Customer Service Associate
  • Customer Service Consultant
  • Customer Service Analyst
  • Customer Service Specialist
Test Duration
20
min
No. of Questions
10
Level of Expertise
Entry Level
Topics Covered
Shuffle

Service-based interaction skills

Email handling

Shuffle

Hold procedures for Phone Support

Shuffle

Customer satisfaction

Shuffle

Flexibility/adaptability

Shuffle

Positive attitude

Sample Question
Choose from our 100,000+ questions library or add your own questions to make powerful custom tests.
Question type
Multiple Option
Topics covered
Violating security policies
Difficulty
Easy

Question:

Thomas has an account with your organization. His son, Ryan, calls to make some changes to the account (currently held by Thomas). In order to make any changes, the authorized account owner needs to answer the security questions. Ryan answers all the questions correctly, except one.
You inform Ryan that you are unable to make the desired changes due to the incorrect answer. He is now very upset and demands the changes because his father is ill and cannot do it himself. He continues to demand the changes, and you are starting to feel a little uneasy.

What would be the best option in this scenario, to ensure that the account owner’s information is safe and you do not violate security policies?


Options

  • Tell the caller to call back when his father is feeling better.
  • Escalate the matter to your manager before things get out of hand.
  • Ask if there is a way to call his father on a three-way conference. If not, politely let him know that you are unable to accommodate his request.
  • As a one-time courtesy, allow the caller to make the changes due to the account owner’s ill health.
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