Customer Service Test

When looking to fill a customer service position, it's important to make sure that the candidate has the skills necessary to do the job. A customer service skills test can help ensure that the candidate is a good fit for the position.

  • What is a customer service skills test?

    A customer service skills test is a type of pre-employment screening test. Employers use it to determine which individuals out of those who have applied demonstrate the skills needed to succeed in a customer service role.

    Those who work in customer service, no matter the sector, must have a core set of skills and competencies. These include strong communication skills when dealing with customers, working under pressure, remaining calm, and positively representing the organization in line with its brand values.

    Through scenario-based questions, the customer service skills test evaluates individuals on these essential skills giving employers a better understanding of their suitability for the role.

Identify the best candidates and hire faster

Our pre-employment tests let you drill down to the best candidates at the click of a button.

  • Find those candidates who will excel in the role.

    Select the assessments that match the skills or behaviours for the position. You can test for software or coding competency, soft skills like teamwork, or personality traits, to be sure those who pass have high potential.

  • Reduce costs and time.

    No more laborious sifting of resumes or cover letters. Pick your ideal assessment mix, invite your applicants to take them, see the results in your dashboard. Get to the interview stage fast.

  • Eliminate bias.

    All your candidates take the assessments on a level playing field. Only their results determine whether they get shortlisted.

  • What are the benefits of using the customer service skills test for pre-screening?

    Those that work in customer service are often the first point of contact for potential customers. They represent the face of the brand when dealing with new and existing customers, answering questions and resolving queries.

    Their role requires them to have strong interpersonal skills and adapt their communication style depending on the person they are speaking to and the nature of the question.

    When dealing with demanding customers or situations, those who work in customer service must remain calm and empathetic, and provide solutions to accommodate each customer while maintaining the integrity of the brand and organization.

    A CV or interview alone makes determining an individual's skills in these areas difficult. Candidates may state they can solve problems effectively, but evaluating their competence can be tricky as an employer.

    The customer service skills test overcomes this barrier by providing recruiters with a way to accurately assess individuals.

    The test comprises several scenario-based questions using common situations that individuals are likely to face when in a customer service role.

    The test results enable recruiters to gain a better understanding of an individual’s skill level and potential for development. They also allow recruiters to compare candidates based on their job knowledge and skill set.

    This data can be used to make objective decisions on which candidates to progress to the next stage of the recruitment process leading to better hiring decisions.

    As the skills required to be successful in customer-facing roles are common in many other jobs, the test can be a helpful addition to the recruitment process for several other positions, such as:

How our test measures customer service skills

Test questions are designed to assess industry-specific technical skills, soft skills, aptitude and suitable personality dimensions. Our data-driven approach provides results that enable you to determine how suited is a candidate for the role.

Depending on the type of question, the format of the test may vary. Multiple-choice questions are used to measure aptitude, technical skills and soft skills, while agreement on a Likert scale assesses suitable personality dimensions. Skills tests ensure that candidates are being evaluated in a precise and impartial manner, their results demonstrating the true knowledge and potential of each test taker.

The characteristics required to become a customer service professional were determined by looking at the skills and abilities listed in the US Department of Labor’s O*NET database, which collects data from professionals in various fields.

O*NET is the largest database of its kind, providing detailed information about occupations and the requirements for each role.

Our team of I/O psychologists and psychometrics worked closely with subject-matter experts to create an extensive question bank that can be used to test multiple candidates. We also conducted rigorous field testing with a representative sample of candidates to ensure that the questions were reliable and valid.

Test scores are averaged together to give an overall score. The average score is compared to other candidates' scores to ensure there is no bias toward certain candidates.

Our customer service test is constantly updated and optimized to ensure the best experience and results.


Predictor of job success

Picked provides evidence-based recommendations for tests to use for over 750 jobs. Our recommendation engine leverages data from the Occupational Information Network (O*NET) developed by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA).
  • Assessments

    A full suite of assessments

    Our platform comes with 12 tests across both foundation and advanced levels so they’re suitable for everyone. Including aptitude, behavioural and personality tests, you’ll have a full range of tests to help you find the candidates you’re seeking.

  • Analytics

    An array of candidate metrics

    For each of your candidates, you’ll be given a comprehensive report. Included will be all the metrics you need to build a detailed picture of each candidate and ensure you’re making the right hiring decisions.

“The platform is so simple to use. I had used competitor providers for over six years and will never go back. Fast, efficient and friendly!”
Greg Chambers, HR Business Partner, Littlefish Ltd
Greg Chambers, HR Business Partner, Littlefish Ltd

Customer Service Test FAQs

What are the key customer service skills?

Those successful in customer service demonstrate strong communication skills and well-developed interpersonal skills, varying their communication style to meet the needs of each customer. Abilities, such as keeping calm under pressure, paying attention to details, and performing calculations are also beneficial.

How accurate is the customer service test?

Using scenario-based questions that present situations similar to those that candidates may face when in a customer service role, the test will show you whether an individual would perform well in this type of role.

Can I see what the test is like?

Yes, of course. You can try the test for free by signing up for a free trial.

Are these tests available in my plan?

We have a range of plans available. The difference between the plans is the number of test attempts permitted, not the type of tests. All our plans include our full test suite comprising all tests and all levels.

“An unbeatable service, impressive platform and fantastic value for money.”
Laurence Fishman, Partner, NLPCA
Laurence Fishman, Partner, NLPCA

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