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About the test:

La prueba de RSE evalúa la capacidad de un candidato para comprender los problemas de los clientes, identificar la causa raíz, determinar soluciones efectivas y responder con empatía y profesionalismo. La prueba presenta a los candidatos con preguntas basadas en escenarios de la vida real para determinar qué candidatos tienen un enfoque centrado en el cliente.

Covered skills:

  • Habilidades de servicio al cliente
  • Resolución de problemas
  • La resolución de conflictos
  • Gestión del tiempo
  • Negociación
  • Comunicación
  • Empatía
  • Conocimiento del producto
  • Atención a los detalles

9 reasons why
9 reasons why

Adaface Prueba de servicio al cliente is the most accurate way to shortlist Representante de Servicio al Clientes



Reason #1

Tests for on-the-job skills

The Prueba de servicio al cliente 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:

  • Capacidad para comunicarse de manera efectiva con los clientes
  • Habilidad para manejar situaciones difíciles con empatía
  • Capacidad para resolver problemas de manera proactiva
  • Competencia en la resolución de conflictos
  • Conocimiento del producto y sus características
  • Fuertes habilidades de gestión del tiempo
  • Atención al detalle en las interacciones del cliente
  • Capacidad para negociar y encontrar soluciones para ganar-ganar
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
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

Estas son solo una pequeña muestra de nuestra biblioteca de más de 10,000 preguntas. Las preguntas reales sobre esto Prueba de servicio al cliente no se puede obtener.

🧐 Question

Medium

Adapting Communication Styles
Communication
Adaptability
Solve
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
Solve
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!
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.

Medium

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

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

Fin copied over data
Data entry
Solve
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
Solve
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
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.

Medium

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

Medium

Adapting Communication Styles
Communication
Adaptability

2 mins

Customer Service
Solve

Medium

Appropriate Apology
Customer Complaints
Communication

2 mins

Customer Service
Solve

Easy

Toy is out of stock!

2 mins

Customer Service
Solve

Medium

Email on Friday evening

2 mins

Situational Judgement
Solve

Medium

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

2 mins

Situational Judgement
Solve

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making

2 mins

Situational Judgement
Solve

Easy

The Discrepancy

2 mins

Situational Judgement
Solve

Medium

The Medical Mix-Up
Patient Safety

2 mins

Situational Judgement
Solve

Medium

Code language

2 mins

Attention to Detail
Solve

Medium

Fin copied over data
Data entry

2 mins

Attention to Detail
Solve

Medium

Recipe Review

2 mins

Attention to Detail
Solve

Medium

Wrong data entry
Data Entry Accuracy
Error Detection

2 mins

Attention to Detail
Solve

Medium

Airline Operators

2 mins

English
Solve

Medium

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

1200+ customers in 75 countries

customers in 75 countries
Brandon

Con Adaface, pudimos optimizar nuestro proceso de detección inicial en más del 75%, ¡liberando un tiempo precioso tanto para los gerentes de contratación como para nuestro equipo de adquisición de talentos!


Brandon Lee, Jefe de personas, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Prueba de servicio al cliente 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 Prueba de servicio al cliente 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

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 Prueba de servicio al cliente

Why you should use Prueba de servicio al cliente?

The Prueba de servicio al cliente 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:

  • Capacidad demostrada para manejar consultas y quejas de los clientes de manera profesional y oportuna
  • Fuertes habilidades de comunicación, tanto escritas como verbales, para interactuar de manera efectiva con los clientes.
  • Habilidades comprobadas de resolución de problemas para resolver los problemas de los clientes y proporcionar soluciones apropiadas
  • Capacidad para empatizar con los clientes y comprender sus necesidades y preocupaciones
  • Habilidades efectivas de resolución de conflictos para navegar por interacciones desafiantes de los clientes
  • Conocimiento en profundidad del producto para proporcionar información precisa y útil a los clientes
  • Excelentes habilidades de gestión del tiempo para priorizar y manejar múltiples solicitudes de clientes
  • Atención al detalle para garantizar una documentación precisa y exhaustiva de las interacciones del cliente
  • Fuertes habilidades de negociación para abordar las preocupaciones de los clientes y alcanzar resoluciones mutuamente beneficiosas
  • Competencia en el manejo de los datos del cliente y el mantenimiento de la confidencialidad

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 Prueba de servicio al cliente?

  • Habilidades de servicio al cliente

    Las habilidades de servicio al cliente se refieren a la capacidad de proporcionar un servicio excepcional a los clientes, incluida la escucha activa de sus necesidades, abordando sus preocupaciones y garantizar su satisfacción. Estas habilidades son esenciales en esta prueba para medir la capacidad de un individuo para manejar las consultas de los clientes y resolver problemas de manera efectiva, lo cual es crucial para mantener relaciones positivas de los clientes.

  • comunicación

    Las habilidades de comunicación implican lo eficiente. Intercambio de información, ideas y comentarios con clientes, colegas y superiores. Se mide en esta prueba para evaluar la capacidad de un candidato para articular ideas, escuchar activamente y adaptar su estilo de comunicación adecuadamente para garantizar interacciones claras y efectivas del cliente.

  • Solución de problemas

    Problema -Las habilidades de resolución se relacionan con la capacidad de un individuo para analizar situaciones complejas, identificar la causa raíz de un problema y desarrollar soluciones efectivas. La medición de las habilidades de resolución de problemas en esta prueba es crucial para determinar la aptitud de un candidato para evaluar problemas desafiantes de los clientes y proponer resoluciones viables de manera oportuna.

  • empatía

    se refiere a la capacidad de Comprender y compartir los sentimientos de los demás, particularmente los clientes. Es esencial medir la empatía en esta prueba, ya que ayuda a determinar la capacidad de un candidato para conectarse con los clientes en un nivel emocional, demostrar comprensión y proporcionar apoyo personalizado, mejorando en última instancia la satisfacción y la lealtad del cliente.

  • Resolución de conflictos < /H4> <p> Las habilidades de resolución de conflictos implican la capacidad de abordar desacuerdos y conflictos entre clientes o colegas de manera constructiva, con el objetivo de una resolución mutuamente beneficiosa. Evaluar las habilidades de resolución de conflictos en esta prueba permite a los reclutadores evaluar la capacidad de un candidato para manejar situaciones de clientes desafiantes o de confrontación, mantener el profesionalismo y desalentar conflictos de manera efectiva. </p> <h4> Conocimiento del producto

    Conocimiento del producto se refiere a la comprensión de un individuo de los productos o servicios ofrecidos por la empresa. La medición del conocimiento del producto en esta prueba ayuda a evaluar la comprensión de un candidato de las ofertas de la empresa, permitiéndoles proporcionar información precisa, responder consultas de los clientes de manera eficiente y mostrar experiencia, en última instancia, influyendo en la satisfacción y la confianza del cliente. H4> <p> Las habilidades de gestión del tiempo implican la capacidad de administrar y priorizar las tareas de manera efectiva, asegurando el uso eficiente del tiempo y cumplir con los plazos. La medición de las habilidades de gestión del tiempo en esta prueba permite a los reclutadores evaluar la capacidad de un candidato para manejar múltiples interacciones de los clientes simultáneamente, administrar su carga de trabajo y ofrecer asistencia oportuna, lo que lleva a un mejor servicio al cliente y una productividad. H4> <p> La atención al detalle se refiere a la capacidad de observar, comprender y recordar aspectos pequeños pero críticos de las interacciones o procesos del cliente. Es crucial medir la atención a los detalles en esta prueba para identificar candidatos con un ojo agudo para la precisión, que puede identificar rápidamente errores o discrepancias, y garantizar la precisión en los datos, instrucciones o prestación de servicios del cliente.

  • negociación

    Las habilidades de negociación implican la capacidad de alcanzar resultados mutuamente beneficiosos a través de una comunicación, compromiso y resolución de problemas efectivos. La medición de las habilidades de negociación en esta prueba ayuda a evaluar la capacidad de un candidato para manejar las demandas o solicitudes de los clientes, encontrar un terreno común y lograr los resultados deseados mientras mantiene las relaciones positivas de los clientes y defender las políticas de la empresa.

  • 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 Prueba de servicio al cliente to be based on.

    Saludando a los clientes
    Escucha activa
    Comprender las necesidades del cliente
    Técnicas de comunicación efectivas
    Tratar con clientes iracos
    Manejo de quejas de los clientes
    Proporcionar información del producto
    Venta y venta cruzada
    Resolver problemas de los clientes
    Gestión de las expectativas del cliente
    Problemas de clientes en aumento
    Capacitación en características del producto
    Técnicas de gestión del tiempo
    Atención al detalle en la documentación
    Recopilación de comentarios de los clientes
    Empatía e inteligencia emocional
    Estrategias de resolución de conflictos
    Metodologías de resolución de problemas
    Manejo de clientes difíciles
    Técnicas de negociación
    Evaluación del conocimiento del producto
    Uso de software de servicio al cliente
    Uso de herramientas CRM
    Brindar un servicio al cliente personalizado
    Etiqueta de correo electrónico en servicio al cliente
    Etiquetas del centro de llamadas
    Técnicas de soporte de chat
    Trabajo en equipo efectivo en el servicio al cliente
    Construyendo una relación con los clientes
    Comprender las diferencias culturales
    Manejo de objeciones del cliente
    Gestionar el estrés en el servicio al cliente
    Habilidades de gestión de conflictos
    Comprender el comportamiento del cliente
    Entregando experiencias excepcionales al cliente
    Multitarea en el servicio al cliente
    Lidiar con consultas sensibles al tiempo
    Atención al detalle en la entrada de datos
    Administrar datos y registros de los clientes
    Analizar las tendencias del cliente
    Adaptarse a los cambios tecnológicos en el servicio al cliente
    Mantener el tono profesional en la comunicación del cliente
    Conocimiento de las políticas y procedimientos de la empresa
    Comprender la lealtad del cliente
    Proporcionar soporte postventa
    Comprender el valor de por vida del cliente
    Identificar los puntos de dolor del cliente
    Identificar oportunidades de venta cruzada
    Evaluar la satisfacción del cliente
    Identificar oportunidades potenciales de venta adicional
    Resolver problemas de facturación de clientes
    Manejo de solicitudes de reembolso

What roles can I use the Prueba de servicio al cliente for?

  • Representante de Servicio al Cliente
  • Especialista de Soporte Técnico
  • Operador de centro de llamadas
  • Representante de soporte de ventas
  • Gerente de éxito del cliente
  • Técnico de ayuda informática
  • Distribución asociada
  • Recepcionista de entrada
  • Gerente de cuentas
  • Coordinador de Servicios de Huéspedes

How is the Prueba de servicio al cliente 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

  • Familiaridad con las métricas de servicio al cliente y la capacidad de analizar y mejorar el rendimiento
  • Experiencia en el manejo de las escaladas de los clientes y la capacidad de desescalizar situaciones tensas
  • Conocimiento de las regulaciones específicas de la industria y los requisitos de cumplimiento que afectan el servicio al cliente
  • Capacidad para adaptarse a las necesidades cambiantes del cliente y proporcionar un servicio personalizado
  • Capacidad para colaborar con equipos interfuncionales para resolver problemas complejos de los clientes
  • Experiencia en la utilización de comentarios de los clientes para impulsar mejoras en productos y servicios
  • Asistente en la gestión de las expectativas y el seguimiento del cliente para garantizar la satisfacción del cliente
  • Competencia en el uso de sistemas CRM para rastrear las interacciones de los clientes y mantener registros precisos
  • Capacidad para mantener la calma y compuesto en situaciones de alta presión
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Los gerentes de contratación consideraron que a través de las preguntas técnicas que hicieron durante las entrevistas del panel, pudieron decir qué candidatos tuvieron mejores puntajes y se diferenciaron con aquellos que no obtuvieron puntajes también. Ellos son altamente satisfecho con la calidad de los candidatos preseleccionados con la proyección de Adaface.


85%
Reducción en el tiempo de detección

Prueba de servicio al cliente Preguntas frecuentes

¿Qué es una prueba de servicio al cliente?

Una prueba de servicio al cliente es una forma de evaluar la capacidad de un individuo para proporcionar un excelente servicio al cliente.

¿Puede evaluar las habilidades de servicio al cliente con una prueba en línea?

Una prueba de habilidades de servicio al cliente en línea puede ayudarlo a comprender si el candidato tiene las habilidades difíciles (dominio del inglés, atención al detalle, razonamiento lógico) para que lo haga bien en el trabajo y cómo reaccionarían en escenarios desafiantes (juicio situacional). Una vez que haya filtrado a los candidatos para estas habilidades, puede seleccionar el candidato final en función de entrevistas y simulaciones de trabajo.

¿Cómo evalúa un representante de servicio al cliente?

La prueba consiste en una serie de preguntas sobre los escenarios de servicio al cliente y cómo las pruebas las manejarían.

¿Puedo combinar múltiples habilidades en una evaluación personalizada?

Si, absolutamente. Las evaluaciones personalizadas se configuran en función de la descripción de su trabajo e incluirán preguntas sobre todas las habilidades imprescindibles que especifique.

¿Tiene alguna característica anti-trato o procuración en su lugar?

Tenemos las siguientes características anti-trate en su lugar:

  • Preguntas no postradas
  • Procuración de IP
  • Procedor web
  • Procedores de cámara web
  • Detección de plagio
  • navegador seguro

Lea más sobre las funciones de procuración.

¿Cómo interpreto los puntajes de las pruebas?

Lo principal a tener en cuenta es que una evaluación es una herramienta de eliminación, no una herramienta de selección. Una evaluación de habilidades está optimizada para ayudarlo a eliminar a los candidatos que no están técnicamente calificados para el rol, no está optimizado para ayudarlo a encontrar el mejor candidato para el papel. Por lo tanto, la forma ideal de usar una evaluación es decidir un puntaje umbral (generalmente del 55%, lo ayudamos a comparar) e invitar a todos los candidatos que obtienen un puntaje por encima del umbral para las próximas rondas de la entrevista.

¿Para qué nivel de experiencia puedo usar esta prueba?

Cada evaluación de AdaFace está personalizada para su descripción de trabajo/ persona candidata ideal (nuestros expertos en la materia elegirán las preguntas correctas para su evaluación de nuestra biblioteca de más de 10000 preguntas). Esta evaluación se puede personalizar para cualquier nivel de experiencia.

¿Cada candidato tiene las mismas preguntas?

Sí, te hace mucho más fácil comparar los candidatos. Las opciones para las preguntas de MCQ y el orden de las preguntas son aleatorizados. Tenemos características anti-trato/procuración en su lugar. En nuestro plan empresarial, también tenemos la opción de crear múltiples versiones de la misma evaluación con cuestiones de niveles de dificultad similares.

Soy candidato. ¿Puedo probar una prueba de práctica?

No. Desafortunadamente, no apoyamos las pruebas de práctica en este momento. Sin embargo, puede usar nuestras preguntas de muestra para la práctica.

¿Cuál es el costo de usar esta prueba?

Puede consultar nuestros planes de precios.

¿Puedo obtener una prueba gratuita?

Sí, puede registrarse gratis y previsualice esta prueba.

Me acabo de mudar a un plan pagado. ¿Cómo puedo solicitar una evaluación personalizada?

Aquí hay una guía rápida sobre cómo solicitar una evaluación personalizada en Adaface.

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