Most likely, if you are reading this article, you are seeking ways to do well on an upcoming customer service assessment yourself. Remember, service is more than just a word, it is a necessity! Exercise: Start by providing a brochure of your company product’s features. Verbal exercise: You are a customer service/support representative employed at a computer store. These situations are as diverse as the people at the other end of the line. Address future problems before they occur. Here are some interview exercises for customer service/support representatives to help you assess their skills, including what to look out for. As such, recruiters are looking for candidates to display the skill set required in order to thrive in this type of role. Americas: +1 857 990 9675 Role-playing happens when two or more people act out roles in a particular scenario. The test itself is a multiple-choice test that is typically administered online. The first customer service assessment you should conduct is the assessment of hard skills. Remote work, technology, and engagement are hot topics in the New World of Work. Europe & Rest of World: +44 203 826 8149. I turn to you and say, “My cell phone is broken. The Customer Service Aptitude Profile (CSAP) is an adaptation of the Sales Achievement Predictor and measures personality traits that are critical to success in customer service and customer service-related positions. You manage an extremely busy team of six people who operate as an office-based customer service department. Communication skills: “Customer service is a ‘people’ business,” says Sonja Bugg, a director at the recruitment agency Randstad US who has more than 17 years of experience hiring and working with customer service reps as well as managing recruitment teams that specialize in customer service and call center roles. Granting the request to maintain a positive company brand reputation. Fortunately, they have a bit in common with each other. The job is demanding in terms of people skills, so these tests usually focus on strong people skills, which are a necessity for the job. Explain it to me as if I know nothing about it. The job is demanding in terms of people skills, so these tests usually focus on strong people skills, which are a necessity for the job. This free online Customer Service Training course will teach you how to build top-notch customer service skills. Remote work, digital transformation, and engagement are hot topics according to our new survey on the New World of Work. Handled with skill, it can turn irritated customers into most devoted ones. Here’s a support link to what they look like.”. Screening candidates for customer service skills can help you increase your customer satisfaction and retention while reducing the rate of complaints or errors. What’s the exact issue you’re having with your cell phone? Written exercise: Describe in fewer than 75 words a hobby or topic you’re deeply interested in. What to look for: Most people have used cell phones, so this exercise is a simple and relatable way to test candidates’ abilities to ask questions and diagnose problems. Dealing with difficult customer service situations is difficult. The National Retail Federation (NRF) Custom… 2. Look for signs that candidates carefully considered the issue. The test will help you find candidates who can make clear judgement calls in delicate situations in a way that upholds brand integrity and ensures a happy customer. Good customer service skills are essential for any business, and learning the tricks and techniques of good customer service can be hugely beneficial for the personal and professional lives of … Keep in mind the priority of the customer in every situation you face, and keep the skills and personality traits you want to be most prominent to the employer in the back of your mind as you answer the personality questions. While you can train your customer service representatives to work with your computer systems, it is desirable for them to have certain ‘hard’ skills in place already, to save you time and money bringing them up to speed. So, what can you do to be successful on your exam? What is customer service? Modify them to meet your specific needs. The customer service positions assessment is an exam focused on assessing how well any given job-seeker or graduate would fit with the company’s needs and the overall position as a customer service representative. 1. Their certification is well-known and recognized among employers. Prepare for the customer service assessment with online practice. However, the important thing to know is that they all measure the same characteristics and aim to help employers produce a higher quality of hires while also improving the process of hiring and promotions. It does not. Make a personal connection with the customer An irate customer approaches your desk, demanding to know why the laptop they just purchased is running so slow. Customer service jobs require you to have great interpersonal skills and the ability to choose the best response to any situation. Continuous research and data gathering helps to improve customer service. Worth noting is the fact that there is a way to gain a credential that can act as a step-up in the hiring process. That extra practice you put in will give you confidence in the format of the test and the types of questions you face so that you can go into the test feeling calm and prepared. customer service/ support representatives. Rejecting the request based on asking whether there’s a company policy that prohibits trial extensions. these situations from 1 to 4 with regard to your opinion of their effectiveness. Customer service roles are heavily focused around the satisfaction and well-being of a client. There are many customer service scenarios that need to be treated delicately and with tact – and others that offer room for a little more fun. Customer Service Psychometric Tests. Finally, relax and take your time. About    Disclaimer     Contact us: [email protected]. For the written assignment, candidates who use jargon, exceed the 75-word limit or struggle with writing clearly may end up confusing customers. Struggling with a task or project? -Can create a branded careers page. Customer Service Scenario 1: Angry customer An angry customer is something just about every seasoned business owner has witnessed. Measure the essential skills including problem-solving, customer centricity, and expectation management with realistic & engaging work scenarios. And common customer service scenarios. Get clear, concise, up-to-date advice with our practical, step-by-step guides. Since most small businesses don’t typically have dedicated customer service reps, the person needing to know these customer management skills should also participate in the role-playing scenarios we’ll cover later. Nothing without exceptional reps. That's why it's important to take time to develop your employees' skillset so they can be the best customer representative possible. The CSS offers an invaluable insight into the quality of candidates' customer service provision based on their ability to deal with the novel customer situations and provide customer service excellence. A situational judgement test (SJT) is just one customer service aptitude test used to help employers identify the candidates with the best skills for the job. What to look for: This question will reveal your candidates’ abilities to understand your product and your customer’s needs. How long have you been a customer service attendant? One way to find out what the employer is seeking in qualified candidates is to research the company’s mission statement and website. Banish the blank page for good with our 1000+ HR templates. We use cookies to ensure that we give you the best experience on our website. They are as follows: Memorizing the qualities that the employers are looking for, or at least becoming very familiar with them, can help applicants to perform better on the assessment. How do I fix it?” How would you go about troubleshooting the problem? A customer service representative is an employee of your company who interacts directly with customers. The types of skills that employers are looking for, in customer service based roles, include: By using this website, you agree to this use. 1. In customer support, it’s the process of arriving to a solution that matters the most. Look for responses like, “We don’t integrate with X but our product offers branded careers pages. 15 Solutions to Fix Difficult Customer Service Situations. -Posts to 15+ job boards. Anthony Mullins, President and Coach for The Elite Coaching Alliance. -Offers a sourcing tool called People Search. They answer questions, diagnose problems and provide solutions to customer issues. How do you respond? The Customer Service Representative Assessment focuses on several key areas and skills that every customer service representative needs to be strong in. In general though, any position could be correct as long as the candidate defends it with logical criteria and delivers their reasoning with tact. Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent. They answer questions, diagnose problems and provide solutions to customer issues. As this test is designed to help you practice your approach to Situational Judgement Tests, commentary is provided giving information on which answers are considered to be the most They work to help customers resolve issues as quickly as possible. A customer is on the last day of their trial, and they are requesting another free one-month trial of the product before committing to a purchase. The following exercises will help you assess customer service or customer support representatives in your interviews. Essay answer: Our company offers a one-month free trial of [XYZ] product. Seeing how they react speaks volumes about how they will handle real-life situations — and will help you avoid wasting time and energy hiring the wrong person. The brochure could look something like this: Workable features: Worth noting is the fact that there is a way to gain a credential that can act as a step-up in the hiring process. You will have the time you need as long as you do not dawdle. Explain your answer in less than 100 words: _____________________________________. If you check existing article on the topic, you’ll see that they mostly concentrate on angry or difficult customer service scenarios. A better way to talk with your customers. But that’s not all – there’s much, much more. Customer service or support representatives are usually the first point of contact for customers. These assessments are designed to assess how you would handle situations that you could encounter in the job you are applying for. Here’s an example using Workable’s features. First and foremost, you must think like a customer service agent. Just read through, make sure you understand, and then begin answering. How to react when a customer crosses the line with racism, sexism, or plain out aggression? What to look for: It’s up to you to decide if there’s a right or wrong answer here. Learn more about the features available and how they make each recruiting task easier. Customer service is nothing, if not a daring adventure. Customer Service Assessment Test Practice. The personality questions should be answered based upon how well each question does or does not fit the individual taking the test. In this post we examine how to deal with most difficult customer service situations. Customer service should be a conversation rather than a cold, lifeless script. The following example shows how to use the rating scale and select a rating. Industry insights, new tech and tools, step outside the day-to-day demands of HR and keep pace with a changing world. Given the variable nature of interacting with customers, however, it’s easy to see how support center champs can benefit from some forward-thinking in dealing with tough customer service scenarios. Any questions on the scenarios given for the situational judgment test should be answered with respect to the actions the applicant would be most likely to take if in a similar situation. Americas: +1 857 990 9675 Respond to a customer thoughtfully and effectively. There’s no better teacher than experience. Our customer service skills assessment is designed to measure a candidates ability to: Quickly identify the severity of a situation. Second, when it comes to preparing you should be doing practice tests and problems. Do you reject the request or grant the customer an extension? Questions About Customer Service . After that, you can take your test knowing you can ace it. All the best in the interview! Customer service or support representatives are usually the first point of contact for customers. Premium Preparation. Technical skills For every hiring challenge, Workable has a solution. Remote work, technology, and engagement are hot topics in the New World of Work. Exercise: I’m seeking technical help. This position’s duties vary greatly depending on the industry, but there are some skills all successful customer service or support representatives should share: Potential to learn fast and grow into other roles often make good entry-level customer service/support representatives excellent long-term team members. While knowing what to expect is wonderful, it does not tell you how to actually prepare. Sign up for jargon-free hiring resources. Read the minds of our team of HR writers. They are in charge of handling customers’ orders, customer complaints, and process returns. The best customer service/ support representatives serve as consultants to customers. And while it’s important to pay particular attention to challenging situations first, there are many typical examples of good customer service situations that can make a great scenario, too. If that’s the case, bonus points go to candidates who’ve researched your company thoroughly enough to cite your blog and provide your official answer. © Practice4Me 2018-2020, All rights reserved. Service Ethos – looking for the motivation and drive to provide excellent and high quality service to customers and colleagues, high standards and pride in ‘doing a good job’. Customer service or complaint situations. It's an ideal test for pre-employment screening of candidates applying for a variety of customer service roles, including call center and customer support. Add a few personal touches and you’re good to go. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. The employer is looking at your answers and making a judgment call on how well you do or do not fit with what they need. Read our in-depth report. Coping with Challenging Situations – looking for resilience, emotional consistency and effectiveness under pressure. Customer Service Skills Assessment Test Being a good customer service representative means interacting with customers in a positive, calm and personable way no matter the situation. Preparing for the customer service positions assessment can seem a bit daunting because there is a wide variety of tests under the label of customer service assessment. Red flags: Candidates who visibly shut down during the verbal exercise may have difficulty handling customer support queries. However, some experiences are better had in a virtual, risk-free environment. The customer service assessment is not an impossible test or something that should make you anxious. The National Retail Federation (NRF) Customer Service Test is the most popular option for this since they work to improve customer service career accessibility for students, job applicants, and customer service employees seeking a promotion. Read everything carefully and avoid panicking. Employee Self-Assessment Examples in Customer Service Feb 05, 2013. Ready-to-go resources to support you through every stage of the HR lifecycle, from recruiting to retention. Customer service is a conversation about solving problems. Based on their responses, the t… With real-world examples! Start hiring now with a 15-day free trial. Red flags: The main red flag is responding with “No, it does not integrate.” A flat-no response indicates that candidates did not accurately comprehend the customer’s problem or your product’s features and are not trying to help customers achieve the goal that their question reveals. BY PAUL FALCONE. Customer Service Situational Judgement Tests are applied in personnel recruitment in both the industrial and governmental sectors. Data about customers can be gathered from print media, television, telephone, and social media. Connect with our team of Workable experts and other industry professionals. Give the proper attention and focus to practicing some of these types of exams so that you can answer in a way that illustrates your best qualities. Here are some responses to look for: Red flags: Watch out for hesitance or for jumping to conclusions too quickly. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Answers should be tailored toward being honest but showcasing how the individual measures up to these requirements. Europe & Rest of World: +44 203 826 8149 How do you respond? The end result is delivering the best possible customer service. The exam is split into two different sections: a situational-judgment portion and a personality profiling self-assessment. You can use these skills assessments during first, second or final-round interviews. Get premium preparation with access to any PrepPack™ ... One of them will ask you to look at pictures with people and predict their attitude to certain situations. Granting the request with the hope that the customer will purchase the product. Rushing or carelessness will lead to answers that are less than flattering. The customer service positions assessment is an exam focused on assessing how well any given job-seeker or graduate would fit with the company’s needs and the overall position as a customer service representative. [These] simple steps to mastering challenging customer service situations, [will bring] tremendous results. Here are some criteria they might list as reasons for their decisions: You may have relevant articles on your customer support blog that already cover this issue. This may be your only chance to put your best foot forward, so take it and make the most of it. Calm angry or disappointed customers by addressing their needs. Knowing what to expect on an exam is half of the battle to gain a high score. It is used in every industry where company representatives must interact with the clients, so if the position applied for requires this, expect to take this type of exam. The test takes just 40 minutes to administer and complete and offers a unique alternative to personality questionnaires and interviews. Answered November 19, 2017 - Customer Service Rep. III (Current Employee) - Tampa, FL. This test is sometimes found within the Customer Service Assessment Test.You may encounter a both the Customer Service Assessment Test and the Customer Service SJT when seeking employment with various companies and fields. In short, a customer service representative is a direct representation of your company. Don’t let jargon stand between you and your to-do list. For one to work in customer service, they have to have a lot of patience and know-how to talk to a client. To determine if you have the skills necessary, companies use customer service skills tests which take the form of a situational judgment test or SJT. While many assessment companies claim there is no correct answer to a personality assessment question, this simply is not true. Ask your candidates to study these features and then poll them with a sample customer query: A potential customer asks you if your product integrates with HR software that powers careers pages. Take up the customer service challenge quiz below and see just how much qualified you are for the vacant position within the organization. Implement policies adopted by all employees to decrease the difficulties faced by customer service representatives. I hope you’ve realized the importance of providing a great customer experience and have a better understanding of how to handle any situation. The Customer Service test evaluates a candidate's ability to provide assistance on behalf of a company to that company's customers before, during, and after purchases.. A customer service assessment aims to measure the skills and competencies that are required by an individual working in the customer service industry to perform tasks efficiently. What’s in, what’s out, and what’s around the corner—they’ve got the HR world covered. Keep in mind that there are no right or wrong answers. Get clear explanations of the most common HR terms. The situational-judgment test looks to help employers understand how the applicant might perform on the job, and the personality profile helps them to understand the applicant’s level of soft skills such as control of emotions, ability to resolve conflicts effectively, and handling of intimidation or criticism. However, the test may also be administered in person with paper and pencil. Use a combination of interview questions that include hypothetical scenarios to test customer service/support representative skills and multiple-choice and essay questions to test candidates on products unique to your company. That’s where role-play scenarios come in! The toughest customer service scenarios don’t have easy answers — creating stress and uncertainty. Candidates who don’t address the problem, seem nervous or aren’t curious about the issue may not have the troubleshooting skills required for a customer support role. If you take the time to prepare and practice, and you do not take your preparation lightly, then you should be fine. Be truthful and think more about what you would do if you were to grade the assessment on a Human Service … An exceptional customer service holds the potential to transform your business and plays a vital role in customer retention. 1. Or what when the customer is actually right, and your policy is wrong? See how candidates approach and respond to real-world situations. Hard skills assessments. Ask questions, find answers, get tips, and dig deeper into our product. Or talk to us about your hiring plans and discover how Workable can help you find and hire great people. The same goes for the situational judgment portion of the test. The goal of these two sections is to provide the employer with a better understanding of each applicant’s personality and skills. Customer service requires great communication skills. The Trainer is to assess the learner’s performance using the Customer Service Assessment Checklist provided below.