This Customer Service Test
Separates Good From Bad Hires

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About the test

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.

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. A good candidate for a customer service job will be able to display a high level of interpersonal skills, keen problem-solving abilities, and excellent written communication.

This test requires candidates to demonstrate how they would handle live interactions with customers through multiple-choice questions as well as written responses to customer emails.

Sample public questions

Easy
2 min
mca
Public
Interpersonal Skills
Customer Service

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?

Easy
2 min
mca
Public
Issue Resolution
Customer Service

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?

Easy
7 min
text
Public
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.

Easy
2 min
mca
Public
Issue Resolution
Customer Service
Live Chat
Return Request

As a customer care representative named Jim for an online shoe store, you start a live support chat with Amy. She is a customer who wants to exchange shoes that don’t fit for the same shoes in another size. You greet the customer with your name and let her know that you will take care of her return immediately. Then, you offer to find the shoes in a better size for her. She replies, “No offense Jim, but I’d rather talk to a woman about women’s shoes.”

What are appropriate responses?

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18 more premium Customer Service questions

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

Skills and topics tested

  • Issue Resolution
  • Customer Service
  • Interpersonal Skills
  • Customer Emails
  • Customer Feedback
  • Angry Customer
  • Call Center
  • Customer Complaint
  • Unfulfilled Request
  • Process Improvement
  • Return Request

For job roles

  • Call Center Agent
  • Customer Support

Sample candidate report

What others say

Decorative quote

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

G2 High Performer 2022G2 Read Our Reviews

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