About Customer Service Skills Assessment Test
In today’s ever demanding and constantly changing the world, the customer is king. Organizations which have mastered the art of understanding customer needs and have a framework for efficient customer service will survive in the long run. Customer service starts from pre-purchase, spans during the purchase and is critical during the post-purchase stages of product/service lifecycle. A customer service representative should have a positive attitude, attention to details, product knowledge, attentiveness, convincing speaking skills, and effective listening. Interview Mocha’s customer service assessment test is created by the global customer service experts to check the competency of candidates in above-mentioned skills.
This customer service interview test enables employers and recruiters to identify potential prospects by evaluating their working skills and job readiness. For this reason, the emphasis is laid upon evaluating the knowledge of candidates through scenario-based questions.
Changing format and competencies:
Technical advancements have entirely transformed how business is done. In today’s digital era fulfilling customer service expectation needs a very different mindset.
Following are the key skills required by customer service representatives:
1. Empathy and calmness
2. Problem-solving approach
3. Customer orientation
4. Assertive communication skills
Structure of Customer Service Skills Assessment Test:
Interview Mocha’s customer service aptitude test is a scenario-based approach to evaluate, “rock stars who have the right mindset” through a series of questions based on:
What is customer service?
What are the do’s and don’ts of customer service?
Why is customer service critical, why teams must be champion in these skills?
How effective is an individual in customer service?
Case analysis, do’s and don’ts in critical cases
Our customer service knowledge test is useful to hire customer service representatives for various industries such as:
IT and Telecom
Finance, Insurance & Banking
Transport & Logistics
Travel & Hospitality
Healthcare and Pharma
New Technology Startups
Our unique customer service assessment methodology
Our customer service competency test contains hand-picked scenario-based questions crafted by our skilled customer service experts who come with min. 21 years of experience. It will surely help you discover potential winners in the engaging and quantifiable way based on latest frameworks and application of knowledge. Using powerful reporting of a customer service skills test, you can have a detailed analysis of the test results. It will give you the fair idea of the strengths and weaknesses of applicants for the given skills so that you will be able to make a better hiring decision and predict the candidate’s performance. Our customer service pre-employment test also offers webcam proctoring to help you identify whether the candidate has used unfair means to take the test or not.
The customer service online test may contain MCQ's (Multiple Choice Questions), MAQ's (Multiple Answer Questions), Fill in the Blanks, Descriptive, Whiteboard Questions, Audio / Video Questions, LogicBox ( AI-based essay evaluation), Job-based Simulations, True or False Questions, etc.