Customer Service Test

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About the test

The Customer Service test assesses the ability to provide assistance to customers before, during, and after purchases. This test requires demonstration of the ability to handle customer interactions through multiple-choice questions and written responses to customer emails.

The assessment includes solving work-sample tasks such as:

  • Facilitating positive interactions with angry, demanding, and critical customers.
  • Troubleshooting and resolving challenging issues and customer complaints.
  • Providing competent customer service and support through written responses.

A good customer service or call center agent will be able to display a high level of interpersonal skills, keen problem-solving abilities, and excellent written communication.

Sample public questions

2 min
Issue Resolution
Customer Service
Insufficient Information

The customer you are speaking with needs help solving a relatively common problem with his computer printer. Early on in the conversation, you realize he is not at home and can't provide the model number and other information you normally need to process this request. How do you proceed with the call once you discover this information?

7 min
Customer Emails
Angry Customer
Cancellation Threats
Customer Service
Manually Scored

You are on the support team for a cable/internet company and you have received the following email from a customer, Mike Smith:

I am very upset that your installation tech did not come to my home today at the appointed time. I took time off from work, all for no reason! I was told he should arrive between 12:00 and 5:00. He didn’t get here until 5:45. I could have just stayed at work since I normally get home at 5:30. This is not a good way to start my new service with you and I am already considering canceling!

A quick check of the notes on the customer’s account shows that the tech was scheduled to arrive ideally between 12:00 and 5:00pm, but didn’t get there until about 5:45 because of heavy traffic resulting from a car accident on one of the major crosstown roadways.

Please draft your response to this customer in the box below.

2 min
Interpersonal Skills
Customer Service
Technology Challenged

An elderly customer calls with a problem finding some product information on your company’s website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. The information he’s looking for is too long and complicated to share over the phone. What are the best next steps?

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19 more premium Customer Service questions

Product Defect, Angry Jones, Employee of the Year, Travel Club, Product of the Day, Data Exposure, Unavailable Teammate, Thank You Email, Shirt Colors, Pet Supplies, Pricing Mistake, Soda and Battery, Refund Demand, Cancelled Customer, Avoiding Calls, Eco Refrigerator, Troubleshooting Flowchart, Service Failure, Critical Client.

Skills and topics tested

  • Interpersonal Skills
  • Customer Service
  • Customer Emails
  • Customer Feedback
  • Issue Resolution
  • Customer Complaint
  • Upselling
  • Call Center
  • Process Improvement
  • Insufficient Information
  • Cybersecurity Awareness
  • Unfulfilled Request
  • Angry Customer
  • Return Request

For job roles

  • Call Center Agent
  • Customer Support

Sample candidate report

What others say

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Simple, straight-forward technical testing

TestDome is simple, provides a reasonable (though not extensive) battery of tests to choose from, and doesn't take the candidate an inordinate amount of time. It also simulates working pressure with the time limits.

Jan Opperman, Grindrod Bank

Product reviews

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