- Basic Math
- Numerical Reasoning & Series
- Verbal Reasoning
- Logical Reasoning (Inductive & Deductive)
- Situational Judgment Tests
- Personality Tests
What is a Customer Service Assessment Test?
The customer service assessment is a pre-employment exam that screens job applicants to see if they possess the skills necessary for customer service roles. There are many customer service jobs that might require an assessment, but the most common roles include customer support and call center roles. An ideal candidate has the following skillsets.
- excellent interpersonal skills
- communication skills
- a strong ability to problem-solve
- simple computing abilities
Companies use customer service assessments to quickly assess whether or not job candidates have the right set of skills for their companies. Below you will discover the common tests companies use to assess customer service job candidates and how you can prepare for them.
Situational Judgment Test (SJT)
An SJT seeks to assess your ability to appropriately respond to situational circumstances. For customer service applicants, this may include questions pertaining to interactions with customers or fellow coworkers. The test is generally in multiple-choice format and contains hypothetical scenarios in which you are expected to select the best option. With the proper preparation and practice, you can go into your situational judgment test with the tools necessary for success.
Basic Math Test
Also known as a numerical reasoning test or quantitative reasoning test, the basic math test is a common standardized test for any job that requires minor computer and operational tasks from its employees. This exam is usually timed, although the length of the test depends on the employer. Numerical reasoning tests are not standardized, so each test administered differs from another. Generally speaking, however, you will be asked to make decisions based on your understanding of numerical data.
As a customer service applicant, you will likely encounter the following mathematics:
- the four basic operations: addition, subtraction, multiplication, and division
- basic geometry
The personality test examines a candidate’s characteristics to see whether or not they’d be a good match for the company. Each company has its own personality, and personality tests are an efficient way to screen candidates and discern which ones have the highest potential to succeed at the job. Customer service personality tests often focus on one’s interpersonal skills, diplomacy, and assertiveness to determine how successful job applicants would be within the company.
Verbal Reasoning Test
The verbal reasoning test aims to assess one’s understanding of words and concepts related to the job field. Customer service vocabulary, English grammar, comprehension of written information, and critical reasoning skills are tested to evaluate your potential as an employee. You must be able to use verbal prompting to analyze and form conclusions that would be expected of you in the customer service field.
John is a new call service employee. He is on the phone with a customer who is asking him questions that he doesn’t know the answers to. What should John do first?
A. Pretend he knows the answer B. Tell the customer to call back later
C. Put the customer on hold and ask for help D. Immediately redirect the customer to the manager
John should use his assertiveness to ask for help and give the answers to the employee first. If he cannot get the answers needed, John would then resort to redirecting the customer to a more experienced employee.
On a scale of 1-5, select which is most accurate.
I am a diplomatic person.
1) very untrue 2) untrue 3) neutral 4) true 5) very true
Answer: This is a personality test question. Though it has no right or wrong answer, a customer service personality assessment will be looking for diplomatic employees.
How Can I Pass My Customer Service Assessment Test?
Passing your customer service test starts with how you prepare. Here are some tips for passing the customer service assessment:
- Research the company to get a feel for their personality and the types of characteristics they’re looking for in an employee.
- Take practice tests to be prepared.
- Make note of questions that you’re unsure about to study after practice exams.
- Set the tone by timing yourself and creating a formal setting in which to take pre-exams.
Prepare for Your Customer Service Assessment Test
You might be wondering what test preparations to use to pass your customer service assessment. Thankfully, there are many pre-tests and supplemental resources available to help increase your chances of landing the job.
Here at JobAssessmentHelp, we can support you in your job application journey. Our customer service assessment test and supplemental material will give you the tools you need to help prepare for your exam. Increase your scores, your confidence, and your job opportunities by getting started with us today.