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About the test:

CSR -testen evaluerer en kandidats evne til at forstå kundeproblemer, identificere grundårsagen, bestemme effektive løsninger og reagere med empati og professionalisme. Testen præsenterer kandidater med det virkelige livsscenariebaserede spørgsmål for at afgøre, hvilke kandidater der har en kundecentrisk tilgang.

Covered skills:

  • Kundeservicefærdigheder
  • Problemløsning
  • Konfliktløsning
  • Tidsadministration
  • Forhandling
  • Meddelelse
  • Empati
  • Produkt viden
  • Detaljeorienteret

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9 reasons why
9 reasons why

Adaface Kundeservice Test is the most accurate way to shortlist Kundeservicemedarbejders



Reason #1

Tests for on-the-job skills

The Kundeservicetest helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

  • Evne til effektivt at kommunikere med kunderne
  • Dygtighed til at håndtere vanskelige situationer med empati
  • Kapacitet til at løse problemer proaktivt
  • Færdighed i konfliktløsning
  • Kendskab til produktet og dets funktioner
  • Stærke tidsstyringsevner
  • Opmærksomhed på detaljer i kundeinteraktioner
  • Evne til at forhandle og finde win-win-løsninger
Reason #2

No trick questions

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.

View sample questions

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
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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.

How we design questions

Dette er kun en lille prøve fra vores bibliotek med 10.000+ spørgsmål. De faktiske spørgsmål om dette Kundeservicetest vil være ikke-gåbart.

🧐 Question

Medium

Adapting Communication Styles
Communication
Adaptability
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As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona:
Customer A:

Age: 42
Profession (from LinkedIn): Financial Analyst
Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information.
Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team."
Customer B:

Age: 67
Profession (from LinkedIn): Retired School Teacher
Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting.
Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device."
Customer C:

Age: 29
Profession (from LinkedIn): Graphic Designer
Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes.
Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."

Medium

Appropriate Apology
Customer Complaints
Communication
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As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email.

What is an appropriate apology?
A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers."

B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks."

C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you."

D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."

Easy

Toy is out of stock!
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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.

Medium

Email on Friday evening
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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

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
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You are the Head of Supply Chain for a large automobile manufacturer. Your supply chain is highly globalized, with key components sourced from various international suppliers. Recently, a significant geopolitical event has caused disruption to the supply of a critical component sourced from a particular region, causing production delays. You need to quickly resolve this issue while also planning for future disruptions. How should you approach this situation?
A: Find a local supplier for the critical component, regardless of cost and quality.
B: Stockpile components to mitigate future disruptions.
C: Invest in developing the component in-house, regardless of the time and resources it may take.
D: Lobby with government bodies to prioritize your company's needs.
E: Seek alternative international suppliers, renegotiate contracts with a risk mitigation clause, and invest in dual sourcing for critical components.
F: Shift the burden to the production department to figure out how to handle the component shortage.
G: Initiate legal action against the current supplier for not fulfilling their contract.

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
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You are the team leader of a project team in a software development company. Your team consists of experienced and talented individuals. However, two of your team members, Alice and Bob, are frequently having disagreements, which is affecting the team's morale and overall productivity. The disagreements seem to stem from a clash in their working styles. Alice is very detail-oriented and likes to plan ahead while Bob is more spontaneous and likes to tackle problems as they come. You need to address this issue to ensure the project deadlines are met. What approach would you take?
A: They are both adults, wait for them to fix the issue by themselves. 
B: Pick the more competent team member's side and ask the other team member to adjust.
C: Have a private conversation with both Alice and Bob separately, to give feedback on their behaviors.
D: Organize team-building activities to improve team dynamics.
E: Report the situation to your manager and ask for their advice.
F: Terminate the less competent team member from the project team, and move them to another project.
G: Organize a meeting with both Alice and Bob, facilitating a discussion where they understand each other's perspectives and find a middle ground.

Easy

The Discrepancy
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You are a data analyst for a marketing agency. While reviewing the quarterly reports, you notice a discrepancy in the sales data for a major client. The total sales for the quarter, as per the report, are $200,000. However, when you add up the monthly sales data given in the same report, the total is $210,000. The senior analyst is already preparing to present this report to the client. What is your next step?
A: Immediately inform the senior analyst about the discrepancy and offer to recalculate all the data.
B: Assume it's a minor mistake and ignore it, focusing on your other tasks.
C: Cross-verify the data with the original data source before bringing it to the attention of the senior analyst.
D: Prepare an amended report and replace the existing report without informing anyone.
E: Inform the IT department about the potential data integrity issue.
F: Talk to the person who prepared the report about the discrepancy.
G: Submit a report to the senior management detailing the discrepancy.

Medium

The Medical Mix-Up
Patient Safety
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Sarah, a hospital administrator, was reviewing the medication administration records of patients. She came across a patient, Mr. Brown, who was reported to have an allergy to Penicillin. However, she noticed that the same patient was prescribed Amoxicillin for a bacterial infection. Knowing that both Penicillin and Amoxicillin are from the same drug family - beta-lactams, she should:
A: Assume the doctor knows best and ignore
B: Change the medication herself to a non-beta lactam drug
C: Contact the pharmacy to change the drug
D: Speak with the prescribing physician about the discrepancy
E: Consult the nurse who administered the medication
F: Immediately call the patient's family to inform them of the mistake
G: Report the case to a medical malpractice lawyer

Medium

Code language
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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

Fin copied over data
Data entry
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Fin copied the data from a printed sheet to the computer to upload to our server. How many attributes did they make an error in copying?
 image

Medium

Recipe Review
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You are a professional chef reviewing a recipe for a cooking class you're teaching. The recipe is for a classic Margherita pizza and includes the following ingredients:

- Pizza dough
- Tomato sauce
- Mozzarella cheese
- Fresh basil
- Extra-virgin olive oil

However, when you read the step-by-step instructions, you see the following steps:

1. Preheat the oven to 475°F (245°C).
2. Roll out the pizza dough on a floured surface.
3. Spread the tomato sauce over the dough.
4. Arrange the sliced bell peppers and mushrooms evenly over the sauce.
5. Sprinkle mozzarella cheese on top.
6. Bake for 12-15 minutes until the crust is golden and the cheese is bubbly and slightly browned.
7. Remove from the oven and garnish with fresh basil and a drizzle of olive oil before serving.

What is the issue with the recipe instructions?
A: The oven temperature is set too high.
B: The pizza dough should not be rolled out on a floured surface.
C: The tomato sauce is applied in the wrong step.
D: Ingredients mentioned in the instructions are not listed in the recipe.
E: No issues were found in the recipe instructions.

Medium

Wrong data entry
Data Entry Accuracy
Error Detection
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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
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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.

Medium

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

Medium

Cigarette taxation regime
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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
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 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

Medium

Adapting Communication Styles
Communication
Adaptability

2 mins

Customer Service
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Medium

Appropriate Apology
Customer Complaints
Communication

2 mins

Customer Service
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Easy

Toy is out of stock!

2 mins

Customer Service
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Medium

Email on Friday evening

2 mins

Situational Judgement
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Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning

2 mins

Situational Judgement
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Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making

2 mins

Situational Judgement
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Easy

The Discrepancy

2 mins

Situational Judgement
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Medium

The Medical Mix-Up
Patient Safety

2 mins

Situational Judgement
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Medium

Code language

2 mins

Attention to Detail
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Medium

Fin copied over data
Data entry

2 mins

Attention to Detail
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Medium

Recipe Review

2 mins

Attention to Detail
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Medium

Wrong data entry
Data Entry Accuracy
Error Detection

2 mins

Attention to Detail
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Medium

Airline Operators

2 mins

English
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Medium

Call Gurj Clooners

2 mins

English
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Medium

Cigarette taxation regime

2 mins

English
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Easy

Reading Comprehension

2 mins

English
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🧐 Question🔧 Skill💪 Difficulty⌛ Time
Adapting Communication Styles
Communication
Adaptability
Customer Service
Medium2 mins
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Appropriate Apology
Customer Complaints
Communication
Customer Service
Medium2 mins
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Toy is out of stock!
Customer Service
Easy2 mins
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Email on Friday evening
Situational Judgement
Medium2 mins
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Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Situational Judgement
Medium2 mins
Try practice test
Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Situational Judgement
Medium2 mins
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The Discrepancy
Situational Judgement
Easy2 mins
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The Medical Mix-Up
Patient Safety
Situational Judgement
Medium2 mins
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Code language
Attention to Detail
Medium2 mins
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Fin copied over data
Data entry
Attention to Detail
Medium2 mins
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Recipe Review
Attention to Detail
Medium2 mins
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Wrong data entry
Data Entry Accuracy
Error Detection
Attention to Detail
Medium2 mins
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Airline Operators
English
Medium2 mins
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Call Gurj Clooners
English
Medium2 mins
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Cigarette taxation regime
English
Medium2 mins
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Reading Comprehension
English
Easy2 mins
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Reason #4

1200+ customers in 75 countries

customers in 75 countries
Brandon

Med Adaface var vi i stand til at optimere vores indledende screeningsproces med op mod 75 %, hvilket frigjorde kostbar tid for både ansættelsesledere og vores talentanskaffelsesteam!


Brandon Lee, Leder af mennesker, Love, Bonito

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Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Kundeservicetest 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.

Science behind Adaface tests
Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Kundeservicetest 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.

invite candidates
Reason #7

Detailed scorecards & benchmarks

Se prøvescorekort
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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.

test completion rate
Reason #9

Advanced Proctoring


Learn more

About the Kundeservice Assessment Test

Why you should use Pre-employment Kundeservicetest?

The Kundeservicetest makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Demonstreret evne til at håndtere kundeforespørgsler og klager på en professionel og rettidig måde
  • Stærke kommunikationsevner, både skriftlige og verbale, for effektivt at interagere med kunderne
  • Beviste problemløsningsevner til at løse kundeproblemer og levere passende løsninger
  • Evne til at være empatisk med kunder og forstå deres behov og bekymringer
  • Effektive evner til konfliktløsning til at navigere udfordrende kundeinteraktioner
  • Dybdegående produktkendskab til at give nøjagtige og nyttige oplysninger til kunderne
  • Fremragende tidsstyringsevner til at prioritere og håndtere flere kundeanmodninger
  • Opmærksomhed på detaljer for at sikre nøjagtig og grundig dokumentation af kundeinteraktioner
  • Stærke forhandlingsevner til at tackle kundens bekymringer og nå gensidigt fordelagtige beslutninger
  • Færdighed i håndtering af kundedata og opretholdelse af fortrolighed

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

What topics are covered in the Kundeservicetest?

  • kommunikation

    Kommunikationsevner involverer effektiv Udveksling af information, ideer og feedback med kunder, kolleger og overordnede. Det måles i denne test for at vurdere en kandidats evne til at formulere ideer, lytte aktivt og tilpasse deres kommunikationsstil passende for at sikre klare og effektive kundeinteraktioner.

  • problemløsning

    Problem -Solving -færdigheder vedrører den enkeltes evne til at analysere komplekse situationer, identificere den grundlæggende årsag til et problem og udvikle effektive løsninger. Måling af problemløsningsevner i denne test er afgørende for at bestemme en kandidats egnethed til at vurdere udfordrende kundespørgsmål og foreslå levedygtige beslutninger på en rettidig måde.

  • empati

    Empati henviser til kapaciteten til Forstå og del andres følelser, især kunderne. Det er vigtigt at måle empati i denne test, da det hjælper med at bestemme en kandidats evne til at oprette forbindelse til kunder på et følelsesmæssigt niveau, demonstrere forståelse og yde personlig support, hvilket i sidste ende forbedrer kundetilfredshed og loyalitet.

  • konfliktløsning < /H4> <p> Konfliktløsningsevner involverer evnen til at tackle uoverensstemmelser og konflikter mellem kunder eller kolleger på en konstruktiv måde, der sigter mod en gensidigt fordelagtig opløsning. Evaluering af konfliktløsningsevner i denne test gør det muligt for rekrutterere at evaluere en kandidats kapacitet til at håndtere udfordrende eller konfronterende kundesituationer, opretholde professionalisme og nedtrappe konflikter effektivt. </p> <h4> produktkendskab

    Produktkendskab henviser til den enkeltes forståelse af de produkter eller tjenester, som virksomheden tilbyder. Måling af produktkendskab i denne test hjælper med at vurdere en kandidats forståelse af virksomhedens tilbud, gøre det muligt for dem at give nøjagtige oplysninger, besvare kundeforespørgsler effektivt og fremvise ekspertise, hvilket i sidste ende påvirker kundetilfredshed og selvtillid.

  • tidsstyring <//// H4> <p> Tidsstyringsevner involverer evnen til at styre og prioritere opgaver effektivt, hvilket sikrer effektiv brug af tid og overholdelse af frister. Måling af tidsstyringsevner i denne test giver rekrutterere mulighed for at evaluere en kandidats evne til at håndtere flere kundeinteraktioner samtidigt, styre deres arbejdsbyrde og levere rettidig hjælp, hvilket fører til forbedret kundeservice og produktivitet. </p> <h4> opmærksomhed på detaljer <//////// H4> <p> Opmærksomhed på detaljer henviser til evnen til at observere, forstå og huske små, men kritiske aspekter af kundeinteraktioner eller processer. Det er vigtigt at måle opmærksomheden på detaljer i denne test for at identificere kandidater med et skarpt øje for nøjagtighed, der hurtigt kan identificere fejl eller uoverensstemmelser og sikre præcision i kundedata, instruktioner eller servicelevering. </p> <h4> forhandling

    Forhandlingsevner involverer evnen til at nå gensidigt fordelagtige resultater gennem effektiv kommunikation, kompromis og problemløsning. Måling af forhandlingsevner i denne test hjælper med at evaluere en kandidats kapacitet til at håndtere kundebehov eller anmodninger, finde fælles grund og opnå ønskede resultater, mens de opretholder positive kundeforhold og opretholder selskabspolitikker.

  • Full list of covered topics

    The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Kundeservicetest to be based on.

    Hilsen kunder
    Aktiv lytning
    Forståelse af kundebehov
    Effektive kommunikationsteknikker
    Håndtering af irriterende kunder
    Håndtering af kundeklager
    Leverer produktoplysninger
    Forsalg og tværsælgende
    Løsning af kundeproblemer
    Håndtering af kundeforventninger
    Eskalerende kundeproblemer
    Uddannelse af produktfunktioner
    Tidsstyringsteknikker
    Opmærksomhed på detaljer i dokumentation
    Kunde feedback -samling
    Empati og følelsesmæssig intelligens
    Strategier for konfliktløsning
    Problemløsningsmetoder
    Håndtering af vanskelige kunder
    Forhandlingsteknikker
    Produktkendskabsvurdering
    Brug af kundeservicesoftware
    Brug af CRM -værktøjer
    Leverer personlig kundeservice
    E -mail -etikette i kundeservice
    Callcenter -etiketter
    Chat supportteknikker
    Effektiv teamwork i kundeservice
    Bygningsrapport med kunder
    Forstå kulturelle forskelle
    Håndtering af kundeindvendinger
    Håndtering af stress i kundeservice
    Konfliktstyringsevner
    Forståelse af kundeadfærd
    Leverer ekstraordinære kundeoplevelser
    Multitasking i kundeservice
    Håndtering af tidsfølsomme forespørgsler
    Opmærksomhed på detaljer i dataindtastning
    Håndtering af kundedata og poster
    Analyse af kundetrends
    Tilpasning til teknologiske ændringer i kundeservice
    Opretholdelse af professionel tone i kundekommunikation
    Kendskab til virksomhedspolitikker og procedurer
    Forståelse af kundeloyalitet
    Leverer eftersalgsstøtte
    Forståelse af kundernes livstidsværdi
    Identificering af kundesmerter
    Identificering af tværsælgende muligheder
    Vurdering af kundetilfredshed
    Identificering af potentielle opsalgsmuligheder
    Løsning af kundefaktureringsproblemer
    Håndtering af refusionsanmodninger
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What roles can I use the Kundeservicetest for?

  • Kundeservicemedarbejder
  • Teknisk supportspecialist
  • Call Center -operatør
  • Salgsstøtte repræsentant
  • Kundesucceschef
  • Helpdesk -tekniker
  • Detailassociering
  • Receptionist i receptionen
  • Kundechef
  • Gæsteservicekoordinator

How is the Kundeservicetest customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Fortrolighed med kundeservicemetrics og evne til at analysere og forbedre ydeevnen
  • Erfaring med håndtering af kundens eskaleringer og evne til at nedtrappe spændte situationer
  • Kendskab til branchespecifikke regler og overholdelseskrav, der påvirker kundeservice
  • Evne til at tilpasse sig ændrede kundebehov og levere personlig service
  • Kapacitet til at samarbejde med tværfunktionelle teams for at løse komplekse kundeproblemer
  • Ekspertise i at bruge kundefeedback til at skabe forbedringer i produkter og tjenester
  • Dygtige til at styre kundernes forventninger og opfølgning for at sikre kundetilfredshed
  • Kendskab til at bruge CRM -systemer til at spore kundeinteraktioner og vedligeholde nøjagtige poster
  • Evne til at forblive rolig og komponeret i situationer med højt tryk
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Ansættelseslederne mente, at de gennem de tekniske spørgsmål, som de stillede under panelinterviewene, var i stand til at fortælle, hvilke kandidater der havde bedre score og differentieret med dem, der ikke scorede så godt. De er meget tilfreds med kvaliteten af ​​de kandidater, der er nomineret med Adaface-screeningen.


85%
Reduktion i screeningstid

Kundeservice Online Test Ofte stillede spørgsmål

Hvad er en kundeservicetest?

En kundeservicetest er en måde at vurdere en persons evne til at yde fremragende kundeservice.

Kan du evaluere kundeservicefærdigheder med en online test?

En online kundeservicefærdighedstest kan hjælpe dig med at forstå, om kandidaten har de hårde færdigheder (engelsk færdigheder, opmærksomhed på detaljer, logisk ræsonnement) til at gøre det godt på jobbet, og hvordan de ville reagere under udfordrende scenarier (situationel dom). Når du har filtreret kandidater til disse færdigheder, kan du vælge den endelige kandidat baseret på interviews og jobsimuleringer.

Hvordan vurderer du en kundeservicerepræsentant?

Testen består af en række spørgsmål om kundeservicescenarier, og hvordan testtageren ville håndtere dem.

Kan jeg kombinere flere færdigheder i en brugerdefineret vurdering?

Ja absolut. Brugerdefinerede vurderinger er oprettet baseret på din jobbeskrivelse og vil omfatte spørgsmål om alle must-have-færdigheder, du angiver.

Har du nogen anti-cheating eller proctoring-funktioner på plads?

Vi har følgende anti-cheating-funktioner på plads:

  • Ikke-gåbare spørgsmål
  • IP Proctoring
  • Webproctoring
  • Webcam Proctoring
  • Detektion af plagiering
  • Sikker browser

Læs mere om Proctoring Features.

Hvordan fortolker jeg testresultater?

Den primære ting at huske på er, at en vurdering er et elimineringsværktøj, ikke et udvælgelsesværktøj. En færdighedsvurdering er optimeret for at hjælpe dig med at eliminere kandidater, der ikke er teknisk kvalificerede til rollen, den er ikke optimeret til at hjælpe dig med at finde den bedste kandidat til rollen. Så den ideelle måde at bruge en vurdering på er at beslutte en tærskelværdi (typisk 55%, vi hjælper dig med benchmark) og inviterer alle kandidater, der scorer over tærsklen for de næste interviewrunder.

Hvilken oplevelsesniveau kan jeg bruge denne test til?

Hver Adaface -vurdering tilpasses til din jobbeskrivelse/ ideel kandidatperson (vores emneeksperter vælger de rigtige spørgsmål til din vurdering fra vores bibliotek på 10000+ spørgsmål). Denne vurdering kan tilpasses til ethvert erfaringsniveau.

Får hver kandidat de samme spørgsmål?

Ja, det gør det meget lettere for dig at sammenligne kandidater. Valgmuligheder for MCQ -spørgsmål og rækkefølgen af ​​spørgsmål randomiseres. Vi har anti-cheating/proctoring funktioner på plads. I vores virksomhedsplan har vi også muligheden for at oprette flere versioner af den samme vurdering med spørgsmål om lignende vanskelighedsniveauer.

Jeg er kandidat. Kan jeg prøve en øvelsestest?

Nej. Desværre understøtter vi ikke praksisforsøg i øjeblikket. Du kan dog bruge vores eksempler på spørgsmål til praksis.

Hvad er omkostningerne ved at bruge denne test?

Du kan tjekke vores prisplaner.

Kan jeg få en gratis prøve?

Ja, du kan tilmelde dig gratis og forhåndsvise denne test.

Jeg flyttede lige til en betalt plan. Hvordan kan jeg anmode om en brugerdefineret vurdering?

Her er en hurtig guide til hvordan man anmoder om en brugerdefineret vurdering på adaface.

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