Customer Service Skills Test

• Date introduced: 1994
• Administration time: 56 minutes
• Booklet and Internet versions available

Purpose

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.

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
• Logical and problem solving ability
• Ability to deal with situations within a customer service environment
• Problem solving within a customer service environment
• Procedural ability within a customer service environment