Customer Service Skills Test

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Appropriate For New Applicants
Comprehensiveness Basic
Administration Time - 30 min
Format mouse icon pencil icon
Scoring Options hand icon Internet icon
Language English
French
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Purpose:

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




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