What test format is appropriate for assessing customer service skills?

The situational judgement test format allows candidates to focus on behaviors and actions, rather than theoretical knowledge, and clearly demonstrate how they would respond to practical challenges. Additionally, this test format offers a consistent, scalable and objective assessment for multiple candidates, while addressing the complexity of customer service through diverse scenarios and nuanced interactions.

What does effective customer service look like?

Quality customer service needs to be accurate and dependable, professional, understanding of customers’ concerns, responsive to their needs, and conducted in a professional manner. It consists of Reliability, Assurance, Tangibility, Empathy and Responsiveness.

What is the benefit of using a customer service test?

The customer service test can streamline the recruitment process and help you identify the best people for a customer-facing role. It can help you to pick an individual who meets your required standards for effective customer service.

How is customer service different from interpersonal skills?

These two tests are certainly related to one another as excellent customer service entails effective interpersonal skills. Customer service requires a customer-first mindset and a genuine concern for the customer experience. Interpersonal skills apply generally to successful interactions with other people in any work context.

See how candidates approach customer challenges.

Explore how candidates approach customer service at work. Use the same questions to compare their judgement and focus your interviews.

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Alex MorganCustomer Service profile

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JUDGEMENT BY TOPIC

See how they approach it.

Explore strengths and the topics to discuss further.

Understanding customersStrong judgement

Handling concernsSound judgement

Finding resolutionsExplore further

The judgement behind the response.
A conversation you can focus.

WHAT THE TEST EXPLORES

Workplace judgement, made visible.

Explore candidates’ choices before you ask how they would put them into practice.

7questions10minutesSituational judgementquestion format

Understanding customers

Consider how candidates approach the situation.

Handling concerns

Explore the judgement behind their choices.

Finding resolutions

Focus a follow-up conversation on their response.

A RANGE OF DIFFICULTY

One test. Different abilities.

Explore different situations and the judgement behind each choice.

The Customer Service test presents workplace situations to explore candidates’ responses. Use the results to shape follow-up questions about relevant experience.

TESTS IN MULTIPLE LANGUAGES

English, plus 13 languages.

Assess candidates in the language they work in.

English
Chinese (simplified)
Japanese
Korean
Thai
Vietnamese
Indonesian
French
German
Spanish
Portuguese
Italian
Dutch
Arabic

Languages available across our test suite. Options vary by test and level.

TRY AN EXAMPLE QUESTION

Try a Customer Service question.

Explore a workplace situation and consider the available responses. The full test uses a consistent set of situations to help you compare candidates’ judgement.

Customer ServiceWorkplace scenario

You work as a customer service representative at a retail store, and a customer approaches you with a product they purchased 8 days ago. They explain that the product is not working as expected and request a refund. According to your store's policy, a refund can be issued within a week of purchasing a product.

A PRACTICAL GUIDE

Using Customer Service in recruitment.

What does the Customer Service test assess?

The Customer Service test presents workplace situations involving understanding customers, handling concerns and finding resolutions. Candidates consider possible responses, giving you a consistent starting point for exploring their judgement and the reasoning behind their choices.

How can you use the Customer Service results?

Use the Customer Service results to focus follow-up questions on the situations that matter for your role. Ask candidates to explain a choice and describe a relevant experience. Their selected responses provide discussion points; they do not establish how someone will act in every real situation.

Which situations matter for your role?

RetailResponding to customer concerns and expectations.
Support teamsUnderstanding an issue before suggesting a resolution.
Account supportBalancing service needs with the available options.

SEE THE RESULTS FOR YOURSELF

See the person behind the score.

Explore a complete sample report, from test results and candidate comparisons to focused interview questions.

View sample report

Skills breakdownCandidate comparisonInterview prompts

BEFORE YOU START

Your Customer Service questions, answered.

Does the Customer Service test show how someone will behave at work?

It shows how candidates choose to respond to workplace situations. A selected response does not establish how they will behave in real work. Ask for a relevant example at interview.

Which Customer Service topics should matter for my role?

Start with the work the person will do. This page covers understanding customers, handling concerns, finding resolutions. Decide which of those areas matter for your role before reviewing results, and explore any specialist requirements separately.

Can I combine Customer Service with other tests?

Yes. Add Customer Service alongside other relevant tests in one assessment. Choose the combination for your role and review the total time before inviting candidates.

Can I assess real candidates for free?

Yes. Create your account, build an assessment and invite candidates. Your first 5 candidate results are free. No credit card is required.

What happens after my free results?

You pay per candidate result you unlock, rather than per test. There is no subscription or annual commitment. Check the pricing page for current rates.

How should I use the Customer Service results?

Compare results against the knowledge or ability your role needs. Use them to focus interviews and practical tasks, alongside relevant experience. A test score should not decide who you hire on its own.

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