Customer Service Skills Test
The Customer Service Skills Test is a 56-minute, timed pre-employment assessment designed to measure both foundational clerical skills and customer service aptitude for frontline roles across any organization. Available in both online and paper booklet formats, this dual-language test blends cognitive evaluations with situational logic to see how an applicant reacts to daily workplace scenarios. It scores multiple practical dimensions—including reading comprehension, numerical reasoning, attention to detail, and customer service logic—to deliver an intensive five-page performance report for hiring managers.
About this Test
Hire the right person with the Customer Service Skills Test to assess basic skills and customer service aptitude for all CSR roles.
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.
What It’s Best Used For
- Screening New CSR Applicants: Vetting incoming job seekers for Customer Service Representative roles to quickly eliminate hiring guesswork.
- Staffing Non-Technical Help Desks: Evaluating candidates for tier-one support desk positions where communication clarity and basic troubleshooting logic are required.
- Vetting Sales and Order Desks: Screening inside sales reps or order desk processors who must juggle fast calculations with sharp administrative precision.
- Bilingual Candidate Selection: Administering standardized tests across diverse teams seamlessly, as the entire platform is available in both English and French.
- Auditing Customer Service Logic: Measuring a prospect’s procedural skills and situational awareness when resolving complaints within a strict service environment.
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
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