Customer Service Skills Test

Use the Customer Service Skills Test to assess basic skills and customer service aptitude for all customer service roles in any organization.

Description

Hire the right person with the Customer Service Skills Test to assess basic skills and customer service aptitude for all CSR roles.   Before you invest the time and money to train a new employee, test your applicants for skills like:

  • Customer Service
  • Reading
  • Attention To Detail
  • Problem Solving

This test provides the answers you need to make informed hiring and promotion decisions.

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Purpose:  Use the Customer Service Skills Test to evaluate the suitability of candidates of all levels of experience for the position of Customer Service Representative. Also applicable to non-technical Help Desk positions.

General Description:  The Customer Service Skills Test, from which a five-page report is provided to the client, consists of instruments measuring the following:

  • Verbal Fluency (Booklet version)
  • Reading Comprehension (Internet version)
  • Numerical Skills
  • Attention to Detail
  • Problem Solving Ability
  • Customer Service Skills
  • Customer Service Problem Solving
  • Customer Service Logic

Positions for which the test is appropriate

This test is used to pre-screen job applicants and in-house personnel in the following positions:

  • Customer Service Representative
  • Non-Technical Help Desk
  • Inside Sales or Order Desk

Job criteria measured:

  • Verbal fluency – communication skills (booklet version)
  • Reading comprehension (Internet version)
  • Numerical skills and reasoning
  • Attention to administrative detail
  • Logic and problem solving abilities
  • Ability to deal with situations within a customer service environment
  • Problem solving within a customer service environment
  • Procedural ability within a customer service environment

Test administration:

The test requires only clerical supervision to administer and takes 56 minutes to complete. Each section is timed.  Validation Information Available Upon Request

Available Languages:

• English
• French

Date introduced: 1994
Administration time: 56 minutes
Booklet and Internet versions available

 

 

 

 

© Walden Copyright Holdings Inc. 1990-2008

Additional information

Appropriate For

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Administration Time

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