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Customer Service Skills Assessment Test

Topics Covered

  • Service-based interaction skills
  •  Email handling
  •  Hold procedures for Phone Support
  •  Customer satisfaction
  •  Flexibility/adaptability
  •  Positive attitude
  •  Retention skills
  •  Problem-solving skills

Useful for hiring

  • Customer Service Representative
  • Customer Service Executive
  • Customer Service Associate
  • Customer Service Consultant
  • Customer Service Analyst
  • Customer Service Specialist

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"Finding quality talent is a challenge more so when you consider the sheer number of resumes we get each year. To top this, the time we spent on our recruitment process was humongous. Interview Mocha helped us to cut down on our candidate filtration time by 40%, making it our preferred assessment tool."

Pedro Furtado, Altran,
Capacity Manager
Question

A customer calls in and starts asking about how a service works, which she recently signed up for. During your explanation, you provide incorrect information. Your customer points it out and tells you that you are lying, and you just provided incorrect information. What would you do to gain your customer’s trust again?

Answer
    • Admit your mistake and genuinely apologize for the mix up.

    • Play it off, and tell the customer she must be confused because this is how it works now.

    • Apologize and explain that you didn’t receive proper training, even though you did.

    • Escalate to a team lead before it gets out of hand, and inform them about the situation.

Question

We’ve all heard the famous phrase “the customer is always right” but we also know that there’s a handful that isn’t. In your role, your only focus is the customer satisfaction. What does this mean to you?

Answer
    • Customer satisfaction is following the policies and politely explaining it to the customers. As long as they’ve been educated, you’ve done your job.

    • Irrespective of the situation, if your customers aren’t happy, you just refund them in full and tell them you’re sorry for the inconvenience.

    • To be honest, the “customer is always right” phrase is so off point sometimes that it’s better to tell them when they are wrong, so they stop making the same mistakes.

    • Customer satisfaction is ensuring that we are actively listening to the customer, providing a proper resolution that leaves the customer feeling satisfied and fulfilled, regardless if they were right or wrong.

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