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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 Klantenservice -test is the most accurate way to shortlist Customer Service Representatives



Reason #1

Tests for on-the-job skills

De klantenservicetest helpt recruiters en inhuren van managers om gekwalificeerde kandidaten te identificeren uit een pool van cv's en helpt bij het nemen van objectieve aanwervingsbeslissingen. Het vermindert de administratieve overhead van het interviewen van te veel kandidaten en bespaart tijd door ongekwalificeerde kandidaten uit te filteren.

De ADAFACE klantenservice Testschermen kandidaten voor de typische vaardigheden die recruiters zoeken naar klantenservice -rollen:

  • Conflictresoluties
  • Aandacht voor detail
  • Proactiviteit en het vermogen om in een team te werken.
  • De mogelijkheid om zich in te leven in klanten.
  • De mogelijkheid om multi-taken te taken en de verantwoording af te leggen over situaties.
  • Probleemoplossing
  • Effectieve communicatievaardigheden

De inzichten die zijn gegenereerd uit deze beoordeling kunnen worden gebruikt door recruiters en het inhuren van managers om de beste kandidaten voor de rol te identificeren. Anti-lietfuncties stellen u in staat om comfortabel te zijn met het online uitvoeren van beoordelingen. De klantenservicetest is ideaal om recruiters te helpen identificeren welke kandidaten de vaardigheden hebben om goed te doen op het werk.

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.

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.

Dit zijn slechts een klein monster uit onze bibliotheek met meer dan 10.000 vragen. De werkelijke vragen hierover Customer Service Test zal niet-googelbaar zijn.

🧐 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
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
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
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

Met Adaface konden we ons eerste screeningproces optimaliseren met meer dan 75%, waardoor we kostbare tijd vrijmaken voor zowel wervingsmanagers als ons talent -acquisitieteam!


Brandon Lee, Hoofd van mensen, 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.

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


Vaardigheden getest met deze klantenservice -test

De online test van de klantenservice is ontworpen om de aanvragers op het volgende te testen:

  • Communicatievaardigheden: deze sectie is ontworpen om de kandidaten te screenen op basis van hun vermogen om effectief te communiceren in verbaal Engels.
  • Aandacht voor detail: de vragen in deze sectie zijn ontworpen om de aandacht van de aanvrager op kleine details en hun vermogen om foutloze resultaten van hoge kwaliteit te produceren te beoordelen.
  • Probleemoplossing: kandidaten schermen op basis van hun vermogen om patronen in problemen en taken te identificeren en problemen op te lossen.
  • Situationeel oordeel: deze sectie beoordeelt het functionele begrip van de rol door middel van situationele beoordelingsvragen op het werk.

Over taakrollen voor klantenservice

Iemand in een klantenservice -rol trekt potentiële klanten aan door vragen over product- en servicevragen te beantwoorden; stelt informatie voor over producten en diensten.

De beste kandidaten voor een rol van klantenservice zijn degenen die oprecht enthousiast zijn om klanten te helpen. Ze kunnen zich inleven in een klant en kunnen voor hen pleiten. Probleemoplossing is een belangrijke vaardigheid in het geconfronteerd van klantrollen.

Typische verantwoordelijkheden voor klantenservice zijn onder meer:

  • Producten/ diensten voorstellen aan een klant na het begrijpen van hun behoeften en voorkeuren
  • Problemen oplossen door de klacht van de klant te begrijpen, de hoofdoorzaak van het probleem te bepalen, de beste oplossing uit te leggen en op te volgen om een ​​resolutie te garanderen
  • Beheer van inkomende oproepen van klanten
  • Doe een stap verder om klanten te betrekken en te verrukken
  • Leads genereren
  • Verkoop bijhouden en quota bereiken

What roles can I use the Customer Service Test for?

  • Customer Service Representative
  • Technical Support Specialist
  • Call Center Operator
  • Sales Support Representative
  • Customer Success Manager
  • Help Desk Technician
  • Retail Associate
  • Front Desk Receptionist
  • Account Manager
  • Guest Services Coordinator

What topics are covered in the Klantenservice -test?

probleemoplossing
conflictoplossing
luistervaardigheid
communicatie
prioritering
aandacht voor detail
interpersoonlijke vaardigheden
situationeel oordeel
Probleemoplossing
Customer Email
Performing under pressure
Identifying differences
Logical Reasoning
Verbal ability
Singapore government logo

De aanwervingsmanagers vonden dat door de technische vragen die ze tijdens de interviews van het panel stelden, ze konden vertellen welke kandidaten betere scores hadden, en onderscheidden zich met degenen die niet zo goed scoor. Zij zijn zeer tevreden met de kwaliteit van kandidaten genomineerd met de ADAFACE -screening.


85%
Vermindering van de screeningstijd

FAQ's

Wat is een klantenservice -test?

Een klantenservicetest is een manier om het vermogen van een persoon om een ​​uitstekende klantenservice te bieden te beoordelen.

Kun je klantenservicevaardigheden evalueren met een online test?

Een online vaardigheidstest voor klantenservice kan u helpen te begrijpen of de kandidaat de harde vaardigheden (Engelse vaardigheid, aandacht voor detail, logische redenering) heeft om het werk goed te doen en hoe ze zouden reageren onder uitdagende scenario's (situationeel oordeel). Nadat u kandidaten voor deze vaardigheden hebt uitgefilterd, kunt u de uiteindelijke kandidaat selecteren op basis van interviews en simulaties van jobsimulaties.

Hoe beoordeelt u een vertegenwoordiger van de klantenservice?

De test bestaat uit een reeks vragen over klantenservicescenario's en hoe de test-taker deze zou behandelen.

Kan ik meerdere vaardigheden combineren in één aangepaste beoordeling?

Ja absoluut. Aangepaste beoordelingen zijn opgezet op basis van uw functiebeschrijving en bevatten vragen over alle must-have vaardigheden die u opgeeft.

Heeft u functies tegen latere of proctoring op hun plaats?

We hebben de volgende anti-cheating-functies op zijn plaats:

  • Niet-googelbare vragen
  • IP Proctoring
  • Web Proctoring
  • Webcam Proctoring
  • Plagiaatdetectie
  • Beveilig browser

Lees meer over de Proctoring -functies.

Hoe interpreteer ik testscores?

Het belangrijkste om in gedachten te houden is dat een beoordeling een eliminatietool is, geen selectietool. Een vaardighedenbeoordeling is geoptimaliseerd om u te helpen kandidaten te elimineren die niet technisch gekwalificeerd zijn voor de rol, het is niet geoptimaliseerd om u te helpen de beste kandidaat voor de rol te vinden. Dus de ideale manier om een ​​beoordeling te gebruiken is om een ​​drempelscore te bepalen (meestal 55%, wij helpen u benchmark) en alle kandidaten uit te nodigen die boven de drempel scoren voor de volgende interviewrondes.

Voor welk ervaringsniveau kan ik deze test gebruiken?

Elke ADAFACE -beoordeling is aangepast aan uw functiebeschrijving/ ideale kandidaatpersonage (onze experts van het onderwerp zullen de juiste vragen kiezen voor uw beoordeling uit onze bibliotheek van 10000+ vragen). Deze beoordeling kan worden aangepast voor elk ervaringsniveau.

Krijgt elke kandidaat dezelfde vragen?

Ja, het maakt het veel gemakkelijker voor u om kandidaten te vergelijken. Opties voor MCQ -vragen en de volgorde van vragen worden gerandomiseerd. We hebben anti-cheating/proctoring functies. In ons bedrijfsplan hebben we ook de optie om meerdere versies van dezelfde beoordeling te maken met vragen over vergelijkbare moeilijkheidsniveaus.

Ik ben een kandidaat. Kan ik een oefentest proberen?

Nee. Helaas ondersteunen we op dit moment geen oefentests. U kunt echter onze voorbeeldvragen gebruiken voor praktijk.

Wat zijn de kosten van het gebruik van deze test?

U kunt onze [prijsplannen] bekijken (https://www.adaface.com/pricing/).

Kan ik een gratis proefperiode krijgen?

Ja, u kunt gratis aanmelden en een voorbeeld van deze test.

Ik ben net naar een betaald plan verhuisd. Hoe kan ik een aangepaste beoordeling aanvragen?

Hier is een korte handleiding over hoe een aangepaste beoordeling aanvragen op Adaface.

customers across world
Join 1200+ companies in 75+ countries.
Probeer vandaag de meest kandidaatvriendelijke vaardighedenbeoordelingstool.
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