The toughest customer service scenarios don’t have easy answers — creating stress and uncertainty. Customer service is nothing, if not a daring adventure. After that, you can take your test knowing you can ace it. But that’s not all – there’s much, much more. Customer service or support representatives are usually the first point of contact for customers. 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. Granting the request to maintain a positive company brand reputation. How to react when a customer crosses the line with racism, sexism, or plain out aggression? Don’t let jargon stand between you and your to-do list. The goal of these two sections is to provide the employer with a better understanding of each applicant’s personality and skills. Customer Service Scenario 1: Angry customer An angry customer is something just about every seasoned business owner has witnessed. 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. For one to work in customer service, they have to have a lot of patience and know-how to talk to a client. Get clear explanations of the most common HR terms. Knowing what to expect on an exam is half of the battle to gain a high score. Read the minds of our team of HR writers. 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 better way to talk with your customers. Banish the blank page for good with our 1000+ HR templates. Customer Service Psychometric Tests. Anthony Mullins, President and Coach for The Elite Coaching Alliance. Get clear, concise, up-to-date advice with our practical, step-by-step guides. With real-world examples! Employee Self-Assessment Examples in Customer Service Feb 05, 2013. You manage an extremely busy team of six people who operate as an office-based customer service department. Red flags: Candidates who visibly shut down during the verbal exercise may have difficulty handling customer support queries. Respond to a customer thoughtfully and effectively. One way to find out what the employer is seeking in qualified candidates is to research the company’s mission statement and website. 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. Role-playing happens when two or more people act out roles in a particular scenario. customer service/ support representatives. The following example shows how to use the rating scale and select a rating. 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. What’s in, what’s out, and what’s around the corner—they’ve got the HR world covered. Handled with skill, it can turn irritated customers into most devoted ones. Look for responses like, “We don’t integrate with X but our product offers branded careers pages. Sign up for jargon-free hiring resources. Or talk to us about your hiring plans and discover how Workable can help you find and hire great people. It does not. The end result is delivering the best possible customer service. 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