‹    BACK TO LIST

Customer Service Test: Difficult Situations

The Customer Service Test: Difficult Situations module provides candidates with a series of customer service scenarios, including both the issue presented by the customer and an example response. After reading or listening to each scenario, candidates select how effective they think the sample response was in that particular situation. Each question has a time limit in order to simulate the candidate’s ability to think quickly in each special request, service error, angry customer, or miscommunication scenario. This customer service test also assesses an applicant’s ability to:

  • Quickly identify the severity of a situation.
  • Respond to a customer thoughtfully and effectively.
  • Address future problems before they occur.
  • Calm angry or disappointed customers by addressing their needs.
  • Uphold company reputation through kindness, understanding, and engagement.

element-grad-cap   ABILITIES EVALUATED

  • Ability to display a good-natured and cooperative demeanor when dealing with others in challenging situations
  • Ability to demonstrate sensitivity to others’ needs and willingness to address their concerns

element-grad-cap   QUESTION FORMAT

  • Situational Judgment Test

element-grad-cap   LANGUAGE

  • English

element-grad-cap   DIFFICULTY

  • Easy

WHY TEST?

Hiring customer service representatives who can effectively address customer needs and solve complex problems is imperative to ensuring a positive reputation for your company. To help find employees who will leave your customers satisfied with the product or service they received and eager to return to your business, consider screening applicants with our customer service test.

This customer service 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 locate candidates who can make clear judgement calls in delicate situations in a way that upholds brand integrity and creates 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 Service Test: Difficult Situations module also helps evaluate a job candidate’s ability to:

  • Communicate clearly with customers about company policy without dismissing their concerns.
  • Identify possible issues caused by a company error and address all customer needs.
  • Speak with angry customers in a calming manner.
  • Offer solutions that address customer complaints and encourage a good reputation for the company.
  • Direct customers to the proper management when needed.
  • Handle special requests to the best of company ability to ensure the customer feels that their unique needs are accommodated.

Use this customer service 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.

EXAMPLE QUESTIONS

Sample Question 1

A customer inquires about last month’s promotion at a store.

(AUDIO) Cashier: I’m sorry, but that particular promotion ended last month. Would you mind waiting for just a moment? I’ll check with my manager and see if we can still honor the promotion.

How effective is the cashier’s response?

5 = Highly effective. An ideal response
4 = Very effective. A good response, but one or more aspects could be better
3 = Moderately effective. A reasonable response, but the solution is incomplete or may have unintended consequences
2 = Slightly effective. There is a positive element to the response, but it generally does not address the situation very well
1 = Ineffective. This response does nothing to address the situation or could have negative consequences

Sample Question 2

A restaurant guest asks his server about a dish he just received.

(AUDIO) Customer: Pardon me. I asked for this dish to be made without cheese, but there is cheese on it. I have a dairy sensitivity.

(AUDIO) Server: I’m sorry for the mistake. I’ll submit a ticket for the kitchen to make a new dish immediately. Next time, you should try one of our dairy-free options from the menu to avoid confusion.

How effective is the server’s response?

5 = Highly effective. An ideal response
4 = Very effective. A good response, but one or more aspects could be better
3 = Moderately effective. A reasonable response, but the solution is incomplete or may have unintended consequences
2 = Slightly effective. There is a positive element to the response, but it generally does not address the situation very well
1 = Ineffective. This response does nothing to address the situation or could have negative consequences

RELATED JOBS

  • Administrative & Customer Support
  • Food & Beverage
  • Personal Service
  • Sales & Retail
  • Travel
  • Attraction
  • Events

ABOUT THE AUTHOR

The Customer Service Test: Difficult Situations 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 service skills.