A customer service role is a position in which an individual interacts with customers to provide assistance and support with products or services. The goal of customer service is to resolve customer issues and complaints, provide information and guidance and promote customer satisfaction.

The key responsibilities of a customer service representative may include:

1. Responding to customer inquiries via phone, email, or chat.
2. Troubleshooting customer issues and resolving complaints.
3. Providing product or service information and guidance to customers.
4. Processing customer orders, returns, and exchanges.
5. Maintaining accurate records of customer interactions and transactions.
6. Escalating complex customer issues to the appropriate department or supervisor.
7. Following company policies and procedures to ensure customer satisfaction and compliance.

What to Expect from a Customer Service Assessment Test

A customer service assessment test evaluates an individual’s skills, knowledge, and abilities relevant to customer service. It can measure various aspects such as communication skills, problem-solving, empathy, product knowledge, and conflict resolution.

The test can be administered in various forms, such as multiple-choice questions, scenario-based questions, role-playing exercises, or on-the-job simulations. The test may be used for hiring or training purposes and is designed to assess the candidate’s potential for providing high-quality customer service.

These exams, often referred to as customer service assessment tests, help companies seek out employees who meet the best traits for customer service roles.

Personality Evaluation?

Dealing with customers takes a special set of skills that even the smartest astrophysicist could lack. There is a natural level of patience and positivity that is required to excel in these roles, and a personality evaluation can help determine whether or not you possess those traits.

Though each company may have its own in-house personality questionnaire, chances are you will be asked to take one of the following popular personality exams:

• Myers-Briggs Type Indicator: One of the most well-known personality assessments that use principles initially discussed by Carl Jung to build a personality mapping profile.
• Caliper Profile: Popular with businesses because it evaluates personality type and directly relates that information to potential job performance among the test takers.
• Hogan Personality Inventory (HPI): This personality assessment has been around since the 80s, when it utilizes a science-based series of questions to determine where someone lands on 7 general personality scales and 6 occupational personality scales.  
• DiSC Behavior Inventory (DiSC): This exam uses a 4-style model of behavior to determine where the test taker lands in regard to dominance, influence, steadiness, and compliance.
• SHL Occupational Personality Questionnaire (OPQ32): Specifically designed with work performance in mind, this exam looks at the thinking and feeling “style” of the test taker to determine how these things may affect their job performance.

Why Do I Need a Verbal Reasoning Assessment?

Verbal reasoning assessments help a company to get a clear look at your skills with the written and spoken word. This is important for a customer service position because these skills are needed to navigate complicated situations and help decipher and solve the problems of your customer.

Why Do I Need a Numerical Reasoning Assessment?

Numerical Reasoning tests get a feel for your ability to view numerical information and use it to solve problems. This might mean testing your ability to read a chart or spreadsheet, but it can also involve the solving of algebraic equations. This is important for many positions ranging from being a waitress who may need to give correct change or calculate discounts to salespeople trying to negotiate deals.

Why Do I Need a Situational Judgement Test?

The situational judgement test is an important aspect of your evaluation because it allows your hiring manager to get an idea of your ability to perform under pressure. This is assessed by presenting you with hypothetical scenarios and allowing you to choose how you would react. These scenarios may range from customer interactions to making moral decisions while working alone.

How to Prepare for Customer Service Assessment Tests

As we’ve mentioned, customer service assessments can look different depending on where you apply for a job. That’s why it is important to use preparation materials that take all the nuances and variations into account.

At Next-Interview, our job is to help you find your job. As such, our pre-employment assessment materials are filled with expertly crafted practice questions, prep tests, and study aids to ensure you have the best shot at excelling on your exam.

If you are facing customer service or any other pre-employment assessment, see how Next-Interview can help you today!