Hiring customer service representatives that can effectively address customer needs and solve complex problems is imperative to ensuring a positive reputation for your company. To help guarantee that your customers are satisfied with the product or service they received and would return to your business, consider screening applicants for customer service skills.
The customer focus and orientation skills test is designed to quickly identify candidates who can think on their feet in all sorts of customer service scenarios, from a miscommunication error by the company to a customer requesting an exception to a rule. The test will help you find candidates who can make clear judgement calls in delicate situations in a way that upholds brand integrity and ensures a happy customer. Screening candidates for customer service skills can help you increase your customer satisfaction and retention while reducing the rate of complaints or errors.
The customer focus and orientation skills test predicts a job candidate’s ability to:
Use this customer focus and orientation skills test to quickly screen entry-level and experienced applicants, including retail and sales associates, technical support specialists, food service workers, or any other role that requires regular interaction with customers. This assessment provides an easy way to see candidate responses to real-world scenarios before they start the job.
Sample Question #1
After a sales associate spends 20 minutes helping a customer find three products throughout the store, the customer asks for help finding a fourth product. The sales associate says he has another appointment, but tells the customer he thinks it is “around Aisle 10.”
How effective is the sales associate’s response to this situation?
Sample Question #2
A customer calls the sales representative at a house painting company.
Customer: “Why did your crew also paint my guest bedroom? That wasn’t on the list of rooms to be painted.”
Customer Service Representative: “We must have had a miscommunication earlier. I’m so sorry about this. I’ll deduct the charge for the room from your bill.”
How effective is the painting company representative’s response to this customer?
The Customer Focus & Orientation Skills module content was developed by the Indeed Assessment Science Team, with expertise in Industrial/Organizational Psychology, Instructional Design, Education, and Graphic Design. In addition, team members worked in collaboration with subject matter experts (SMEs). Indeed’s SMEs are required to demonstrate experience performing at a high level, supervisory experience, or responsibility for defining requirements for those jobs that require customer focus and orientation.