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Customer Service Test

About the test:

The customer service test evaluates a candidate’s ability to understand customer issues, identify the root cause, determine effective solutions and respond with empathy and professionalism. The test presents candidates with real-life scenario based questions to determine which candidates have a customer centric approach.

Covered skills:

  • Conflict resolution
  • Communication
  • Problem solving
  • Listening skills
See all covered skills

9 reasons why
9 reasons why

Adaface Customer Service Test is the most accurate way to shortlist Customer Service Representatives



Reason #1

Tests for on-the-job skills

The Customer service test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions.

81% of customers are more likely to do repeat business with a company after receiving good customer service. Making a bad customer service hire can be a bad decision for your company- a screening test can help filter out poor candidates at the beginning of your hiring process.

The Adaface Customer service test screens candidates for the typical skills recruiters look for customer service roles:

  • Conflict resolution skills
  • Attention to Detail
  • Proactiveness and the ability to work in a team
  • Ability to empathize with customers
  • Ability to multi-task and take accountability of situations
  • Problem-solving
  • Effective communication skills

The insights generated from this assessment can be used by recruiters and hiring managers to identify the best candidates for the role. Anti-cheating features enable you to be comfortable with conducting assessments online. The Customer service test is ideal for helping recruiters identify which candidates have the skills to do well on the job.

Reason #2

No trick questions

Traditional assessment tools use trick questions and puzzles for the screening, which creates a lot of frustration among candidates about having to go through irrelevant screening assessments.

The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface ->
Reason #3

Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

These are just a small sample from our library of 10,000+ questions. The actual questions on this Customer Service Test will be non-googleable.

🧐 Question

Easy

Toy is out of stock!
Solve
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate?
A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store.
B: Share the toy model number, so that they can search for it quickly at another toy store.
C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store.
D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

Easy

Email on Friday evening
Solve
Emily spent the entire week at a client's site as part of the accounting team. Emily is just about to leave for the weekend, when she notices that there is an email from another small, but growing client that they have been working closely for the past 3 months. Emily has a good professional relationship with Rebecca, who sent the email. Rebecca has a question, which she needs an urgent response to. Answering the question in detail will require Emily to access a number of files in her own office. What should Emily do first?
A: Reply immediately that she needs more information before she can respond in detail, and that she will do it first thing on Monday morning.

B: Rebecca will have gotten an out of office (OOO) response, so she can leave it for now and respond first thing on Monday morning.

C: Call Rebecca to find out by when they need the information. If they need it right away, Emily can go to office, give the required details and provide a more detailed response on Monday.

D: Reply to the email immediately, based on the information Emily has already and assure Rebecca that she will double check and send over a more detailed response first thing on Monday.

Medium

Code language
Solve
In a new code language called Adira, 

- '4A, 2B, 9C' means 'truth is eternal'
- '9C, 2B, 8G, 3F' means 'hatred is not eternal'
- '4A, 5T, 3F, 1X' means 'truth does not change'

What is the code for 'hatred' in Adira?

Medium

Saturdays in May
Solve
Question: What was the date on the last Saturday of May, 2011?

Statements:

1. The first Saturday of that month fell on 7th.
2. The last day of that month was Tuesday.
Is the data provided in the statements sufficient to answer the question?

Medium

Wrong data entry
Solve
Our data entry intern was helping us out with some work over the weekend. We took a small sample from their work to check for any mistakes. Could you help us understand how many of the intern's entries contained errors?
 image

Medium

Airline Operators
Solve
Four airline operators A, B, C and D operate on a popular route between 2 cities, Rome and Venice in Italy. Airline A wanted to increase the number of seats sold, so they reduced their fares for this route. Airlines B, C, D imitated this move immediately. The general belief is that the volume of air travel between Rome and Venice would increase as a result of this. Which of the following statements, if true, would add trust to the general belief?
A: All 4 airlines see increased profits.
B: Airlines start slashing rates for other routes as well.
C: A study shows that around 80% of air travel in Italy is company sponsored.
D: A study shows that air travellers in Italy are price sensitive.

Easy

Call Gurj Clooners
Solve
 image
Folks should call Gurj Clooners if they want to:

Medium

Cigarette taxation regime
Solve
Cigarettes account for only 23% of tobacco consumption, and only 16% of 250 million tobacco consumers use cigarettes. However these 16% contribute 85% of the tax revenues to the Exchequer from the tobacco sector. The punitive cigarette taxation regime has kept the tax base narrow, and lowering taxes will expand this base. Which of these best bolsters the conclusion that lowering duties will expand the tax base?
A: The cigarette manufacturers’ association has decided to indulge in aggressive promotion.

B:  Cigarette manufacturers are lobbying for a reduction on duties.

C: There is a likelihood that tobacco consumers will shift to cigarette smoking if cigarette prices reduce.

D: An increase in duties on non-cigarette tobacco may lead to a shift in favor of cigarette smoking.

E: There is a likelihood that tobacco consumers will shift to cigarettes if cigarette prices reduce.

F: A decrease in duties on non-cigarette tobacco may lead to more tobacco consumers shifting to cigarettes. 

G: Cigarette smokers are becoming increasing aware of associated health risks.

H: Increased health warnings could reduce the tax base.

Easy

Reading Comprehension
Solve
 image
This note informs Savannah that:

A: she can purchase new toys at a discounted rate.
B: the toy store has a new collection that she can purchase from now.
C: she can sell her used toys to the store.
D: she can get used and new toys in the ongoing sale at the store.
🧐 Question🔧 Skill

Easy

Toy is out of stock!
2 mins
Customer Support
Solve

Easy

Email on Friday evening
2 mins
Situational Judgement
Solve

Medium

Code language
2 mins
Attention to Detail
Solve

Medium

Saturdays in May
2 mins
Attention to Detail
Solve

Medium

Wrong data entry
2 mins
Attention to Detail
Solve

Medium

Airline Operators
2 mins
English
Solve

Easy

Call Gurj Clooners
2 mins
English
Solve

Medium

Cigarette taxation regime
2 mins
English
Solve

Easy

Reading Comprehension
2 mins
English
Solve
🧐 Question🔧 Skill💪 Difficulty⌛ Time
Toy is out of stock!
Customer Support
Easy2 mins
Solve
Email on Friday evening
Situational Judgement
Easy2 mins
Solve
Code language
Attention to Detail
Medium2 mins
Solve
Saturdays in May
Attention to Detail
Medium2 mins
Solve
Wrong data entry
Attention to Detail
Medium2 mins
Solve
Airline Operators
English
Medium2 mins
Solve
Call Gurj Clooners
English
Easy2 mins
Solve
Cigarette taxation regime
English
Medium2 mins
Solve
Reading Comprehension
English
Easy2 mins
Solve
Reason #4

1200+ customers in 75 countries

Brandon

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!


Brandon Lee, Head of People, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Customer Service Test in your hiring process is that it is an elimination tool, not a selection tool. In other words: you want to use the test to eliminate the candidates who do poorly on the test, not to select the candidates who come out at the top. While they are super valuable, pre-employment tests do not paint the entire picture of a candidate’s abilities, knowledge, and motivations. Multiple easy questions are more predictive of a candidate's ability than fewer hard questions. Harder questions are often "trick" based questions, which do not provide any meaningful signal about the candidate's skillset.

Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Customer Service Test from your dashboard by entering their email address.

Public link: You can create a public link for each test that you can share with candidates.

API or integrations: You can invite candidates directly from your ATS by using our pre-built integrations with popular ATS systems or building a custom integration with your in-house ATS.

Reason #7

Detailed scorecards & comparative results

Reason #8

High completion rate

Adaface tests are conversational, low-stress, and take just 25-40 mins to complete.

This is why Adaface has the highest test-completion rate (86%), which is more than 2x better than traditional assessments.

Reason #9

Advanced Proctoring


Skills Tested With This Customer Service Test

The Customer service Online test is designed to test the applicants on the following:

  • Communication Skills: This section is designed to screen the candidates based on their ability to communicate effectively in verbal English.
  • Attention to Detail: The questions in this section are designed to assess the applicant’s attention towards minor details and their ability to produce high-quality error-free results.
  • Problem Solving: Screens candidates based on their ability to identify patterns in problems and tasks, and solve problems.
  • Situational Judgement: This section assesses the functional understanding of the role through on-the-job situational judgement questions.

About Customer Service Job Roles

Someone in a Customer Service role attracts potential customers by answering product and service questions; suggests information about products and services.

The best candidates for a customer service role are the ones who are genuinely excited to help customers. They can empathize with a customer, and can advocate for them. Problem solving is a key skill in customer facing roles.

Typical Customer service representative responsibilities include:

  • Suggesting products/ services to a customer after understanding their needs and preferences
  • Resolving issues by understanding the customer’s complaint, determining the root cause of the problem, explaining the best solution, and following up to ensure resolution
  • Managing incoming calls from customers
  • Going the extra mile to engage and delight customers
  • Generating leads
  • Tracking sales and achieving quotas

What roles can I use the Customer Service Test for?

  • Customer Service Representative
  • Graduates
  • Customer Support
  • Front-office roles
  • Management trainees
  • Call Center Agent
  • Customer Care Representative
  • Customer Service Representative

What topics are covered in the Customer Service Test?

problem solving
conflict resolution
listening skills
communication
prioritization
attention to detail
interpersonal skills
situational judgement
Issue resolution
Customer Email
Performing under pressure
Identifying differences
Logical Reasoning
Verbal ability
Singapore government logo

The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.


85%
reduction in screening time

FAQs

What is a customer service test?

A customer service test is a way to assess an individual's ability to provide excellent customer service.

Can you evaluate customer service skills with an online test?

An online customer service skills test can help you understand if the candidate has the hard skills (English proficiency, attention to detail, logical reasoning) to do well on the job, and how they would react under challenging scenarios (situational judgement). Once you have filtered out candidates for these skills, you can select the final candidate based on interviews & job simulations.

How do you assess a customer service representative?

The test consists of a series of questions about customer service scenarios and how the test-taker would handle them.

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Non-googleable questions
  • IP proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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