Customer Service Test

Customer service tests can be used by employers to identify candidates with the necessary skills and competencies to be successful in a customer service role.

  • What is a customer service test?

    As spokespeople for the brand or business they represent, customer service employees are required to have strong communication and interpersonal skills. They also need the ability to learn quickly and keep calm under pressure.

    The test assesses how competent candidates are at interacting with customers. It looks at how well they can respond to challenging queries, their language and attitude, and how able they are to improve customer satisfaction and act as a company ambassador.

    The questions are based on common workplace scenarios to give employers a better understanding of how a candidate reacts under pressures they're likely to experience.

    As technology advances, the need for customer service roles has increased (along with customer expectations), which is why filling customer service roles with the right people is so important.

About the Customer Service Test

Customer service roles can be hard to recruit for. Although a certain proficiency in reading, writing and even mathematics might be important, it's often skills that are harder to judge from a resume that are an indication of whether a candidate will excel in a customer service role.

By using the customer service test, recruiters get the opportunity to dig a little deeper and find out whether applicants have the necessary skills for a customer-facing role.

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  • Why should you use a customer service test for recruiting?

    When recruiting, you'll often receive numerous resumes that are similar in terms of people's education and experience. That's where testing comes in. It can help you to find out more about how a candidate is likely to react in certain situations, and how well they deal with pressure.

    When used in conjunction with a resume and an interview, the customer service test can help to give recruiters a well rounded picture of any candidates they may be interested in.

    This helps to save both time and money in the long run too, as it makes it more likely that you'll hire the right person or people.

    A customer service test could be used to recruit for any of the following roles:

    • Customer Service Personnel
    • Customer Service Manager
    • On-site and in-office staff in customer-facing roles
    • Cashier
    • Travel Agent
Picked Sample Report

View a sample report

Results for the Customer Service Test along with other assessments the candidate takes will be compiled to produce a candidate report. The report is automatically generated and available both online and as a downloadable pdf so they can be shared with other team members and employees alike.

How our test assesses customer service skills

Candidates will need to answer a range of questions that measure industry-specific soft skills where applicable (e.g. interpersonal skills), aptitude (e.g. verbal reasoning) and relevant personality dimensions (e.g. empathy). The results present a holistic view of how well suited each candidate is for the job at hand, using a data-driven approach.

The format varies by type of question, including multiple-choice for aptitude and technical skills, situational judgement for soft skills and agreement on a Likert scale for the personality dimensions. This approach ensures candidates are being assessed in an accurate and fair manner, and that results reflect the true underlying qualities of each candidate.

The characteristics, abilities and knowledge necessary to work in customer service were identified using the US Department of Labor's comprehensive O*NET database. O*NET is the leading source of occupational information that is constantly updated by collecting data from employees in specific job roles.

During the development process, test questions were rigorously analysed to maximise reliability and validity in line with industry best practices. They were created by our team of I/O psychologists and psychometricians – who collaborated with subject-matter-experts – and field-tested with a representative sample of job applicants who have varying experience, just like you might find in a talent pool.

Each test is reviewed by a panel of individuals representing diverse backgrounds to check for any sensitivity, fairness, face validity and accessibility issues. This ensures each candidate has a fair chance of demonstrating their true level of expertise.

Our customer service test is monitored to ensure it is up-to-date and optimised for performance.

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    Fully accredited

    All our Customer Service tests are written by accredited psychologists and fully validated.

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    For all levels

    We offer Customer Service tests for all levels so you can assess all roles within your organisation.

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    Simple, easy-to-use candidate comparison reports mean you don’t need to be a psychologist to interpret them.

“We used Picked as part of our Finance Graduate Scheme recruitment and it was just what we needed – really simple to send candidates the link to complete and clear to see how they all compared. And great value for money!”
Christina, HR Director, Cancer Research, UK
Christina, HR Director, Cancer Research, UK
“Personality profiling allowed us to perform lookalike modelling of our most successful employees and use this as a blueprint for new hires.”
Nick, HR Operations, Airbus, Spain
Nick, HR Operations, Airbus, Spain

FAQs

What are the key skills for customer service?

As well as a personable nature, it's vital that you're able to communicate effectively and can remain polite, calm and collected, even in stressful situations.

Customer service employees act as ambassadors for the company they represent, so it's important that candidates believe in their company's values and ethos.

When in the application process is it best to use a customer service test?

It depends on what you want to achieve. But many employers find it helpful to use the test earlier on in the process, as a means of screening large numbers of applicants before inviting a smaller number to interview.

Used in this way, the test can help save a lot of time and effort, and ensure you're not investing in the wrong people.

What is the cost for Picked’s customer service test?

Picked operates on a monthly or annual subscription basis. We have several plans to suit your hiring needs, which you can check out here. Alternatively, you can get in touch with us to discuss a custom plan.

Can I get a free trial?

Yes, simply sign up (no credit card is required) and we'll give you unlimited access for seven days. Create as many jobs and test as many candidates as you want; you won't be charged a penny.

“Focusing on data reduced the subjective decision making from our hiring process and allowed us to reduce bias and make better hiring decisions.”
Izzie, Head of HR, iZettle, Sweden
Izzie, Head of HR, iZettle, Sweden

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