Customer Service test

The test is made by a subject-matter expert

Katrina S.

Katrina’s track record of achieving operational excellence as a customer service manager is supported by four pillars: team building, partnership, strategic planning, and cultural understanding. She has employed this winning formula in the delivery of numerous large-scale strategic initiatives over the past 10 years.

Highly motivated by successful outcomes, Katrina uses superior organizational skills, strong multi-tasking abilities, and crystal-clear communication to lead and inspire her team.

Crafted with expert knowledge

TestGorilla’s tests are created by subject matter experts. We assess potential subject-matter experts based on their knowledge, ability, and reputation. Before being published, each test is peer-reviewed by another expert, then calibrated using hundreds of test takers with relevant experience in the subject.

Our feedback mechanisms and unique algorithms allow our subject-matter experts to constantly improve their tests.

Why are customer service skills important to employers?

Customer service skills are important to employers because all customers expect a basic level of service from your customer service team as a requirement for using your product or service.

Hiring the wrong people and falling below this benchmark negatively affects your company’s customer retention, loyalty, sales, profits, and reputation.

By contrast, having a support team with customer service that excels builds connections with customers, helps you retain customers for longer due to increased customer loyalty, boosts your business’s reputation, and leads to increased referrals. 

A good customer care assessment is the first step to accessing these benefits – and avoiding the pitfalls of poor customer care. TestGorilla’s Customer Service assessment lets you see how test candidates respond to lifelike customer service dilemmas.

For example, TreviPay, a global B2B payments company, uses our skills tests to assess its candidates’ customer service abilities, leading it to conduct multiple assessments in parallel and speed up its recruitment process significantly.

4 customer service competencies to look for

Our Customer Service test questions evaluate applicants for four key customer service competencies: 

1. Understanding customer needs: Jobseekers should have the interpersonal skills to listen to customer queries and understand the underlying need, for example, when a customer simply needs to be listened to about an issue versus needing an urgent solution.

2. Customer communication: Candidates can communicate clearly and professionally, both verbally and in writing, for example, on social media.

3. Customer service techniques: They can successfully follow best practices for customer service professionals – for example, using the hearing, empathizing, apologizing, resolving, and diagnosing (HEARD) technique to solve customers’ issues.

4. Customer service operations: Applicants have a strong understanding of their role and all the organization's processes and actions to support customers, from customer service chatbots to client success teams.

Create a multi-measure assessment: 4 tests to pair with the Customer Service test

To thoroughly understand your applicants and their strengths, you can’t administer one test and call it a day. Instead, you should use our multi-measure assessment builder and simultaneously pair the Customer Support skills assessment with four more tests. 

This screening method is effective because you create a well-rounded assessment that includes soft skills, role-specific skills, personality traits, language ability, and situational judgment.

Here are four tests you can combine with our Customer Service test to hire the best customer service specialists:

1. Communication test: Assess how well applicants express themselves and your company’s message using professional etiquette and active listening – an essential addition to any customer care screening process

2. English C1 test: Establish that international candidates can communicate fluently in English during customer interactions, avoiding misunderstandings with clients and colleagues

3. Retail Sales test: Examine test takers’ ability to build strong relationships with customers in a retail environment, show a positive attitude, and provide excellent customer service

4. Numerical Reasoning test: Evaluate candidates’ skills to process numerical information, for instance, doing addition, subtraction, and division, when offering customer support

Note: This example assessment focuses on customer service and retail employees. If you’re hiring for a different role (like a B2B salesperson), please replace the Retail Sales test with a more suitable role-specific skills test to ensure your candidates possess the right abilities.

For the best results, you can gauge the benefits of using the Customer Service test and other talent assessments, regardless of the size and hiring volume of your company, with our recruitment ROI calculator.