Good impeccable customer service is a very important aspect of any business. A customer service skills test ensures that candidates possess all the necessary skills required for the successful running of the department.
If an organization cannot provide good customer service, the chances of its survival diminish greatly. In this competitive era, customer service is of utmost importance, and no one can ignore it. What this means is that an organization needs good employees, who are not only well-versed with their job requirements, but are also excellent service givers.
- Meeting and Greeting Skills
- Listening Skills
- Communication Skills
- Positive Approach
- Body Language
- Problem Solving Skills
- Sympathizing Ability
- Presence of Mind
- Product and Organization Knowledge
A customer service test goes on to test an applicant in various areas, like diplomacy while sorting a problem, patience while dealing with a customer, readiness to answer all the questions of a customer, cooperation with the customer, ability to sympathize with the customer, ability to remain friendly with the customer, all while maintaining the required level of professionalism. Print out the free customer service skills test provided here, which can be used, both, to hire new candidates as well as test the competence of existing customer service executives.
- Repeating words unnecessarily.
- Taking down notes.
- Saying ‘I understand’, ‘go on’, ‘you’re right’.
Q2: Which of these does not add to the image that you project?
- Your body language.
- Your choice of words.
- Your designation/job title.
Q3: Which of these is the correct way to go?
- I do not need to put up with extremely rude customers.
- The customer has the right to be upset, and that is why he/she has called in.
- I can change my behavior and response according to the mood of the customer.
Q4: There is ‘reactive’ customer service. What is its opposite, and mostly preferred?
Q5: Which of these words/phrases would not be taken too positively by customers?
- You are most welcome.
- I will try my best.
Q6: Which of the following would an angry customer prefer to see you doing when in front of you?
- Simply nodding your head.
- Folding your arms.
Q7: What is an angry, complaining customer?
- Always right.
- Always a customer.
- Most probably lying.
Q8: What does ‘CRM’ stand for?
- Customers Rudimentarily Managed.
- Customer Relationship Management.
- Cannot Give a Reasonable Solution.
Q9: When is a company considered service-oriented?
- ¼ of its staff works in customer care.
- Its mission statement covers the topic of customer care extensively.
- Customer service/satisfaction is the goal of all departments.
Q10: What is customer care?
- When a customer is into your service even before he faces any problem.
- Managed care programs for customers.
- An important section in the brochure of the company.
Q11: Who is a complaining customer?
- Someone who wants to be heard in order to have his/her problem solved or experience validated.
- Someone who wants to vent out his/her anger.
- Someone who wants to complain for nothing.
Q12: How do complaints affect a company?
- They waste time and resources of the organization.
- They help the company identify the problems in the service/product.
- They degrade the reputation of the company.
Q13: What are customer service departments?
- Set up to clean up the problems created by other departments.
- Departments set up to study customer behavior and patterns.
- Build customer loyalty.
Q14: When attempting to convince a potential customer to buy a product, what is the most important thing to be kept in mind?
- Offer him/her the best deal.
- Matching his/her needs to the best possible product/service.
- Making a sale at any cost.
Q15: What do customers respond positively to?
- Creative and entertaining.
- Impulsive and spontaneous.
- Friendly and helpful.
Q16: What do most customers want?
- To be treated as an individual.
- To be pampered.
- To get their queries/problems solved.
Q17: Why do most companies have a customer service department?
- To solve customer issues and render excellent after sales service.
- To keep a track of their customers.
- To socialize with their customers.
Q18: What is customer service culture?
- An environment where customers are welcomed with a smile.
- An environment where customers feel wanted and get their queries resolved.
- An environment where customers can keep in touch with the company.
Q19: If the customer has a very peculiar accent, what do you do?
- Try to finish the call quickly.
- Transfer the call to another executive.
- Listen carefully and talk slowly.
Q20: What is active listening?
- Listening to the customer while actively doing your work.
- Listening to the customer and interrupting as much as possible.
- Listening to the customer and responding when necessary.
Q21: Which of these is the most ideal?
- Identify why the customer has called.
- Engage the customer in a long conversation.
- Flatter the customer and divert his attention from the core issue.
(click on the above section to print)
(click on the grid to print)
Customer service executives are the face of an organization, and it is of utmost importance that they project a perfect image of the company. Public relations and customer satisfaction can make or break an organization. As such, it is imperative that executives who are in this department are pleasant, calm, knowledgeable, and properly understand what their job is all about.