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About the test:

CSR -testen evaluerer en kandidats evne til å forstå kundespørsmål, identifisere årsaken, bestemme effektive løsninger og svare med empati og profesjonalitet. Testen presenterer kandidater med virkelige scenariobaserte spørsmål for å bestemme hvilke kandidater som har en kundesentrisk tilnærming.

Covered skills:

  • Kundeserviceferdigheter
  • Problemløsning
  • Konfliktløsning
  • Tidsfordriv
  • Forhandling
  • Kommunikasjon
  • Empati
  • Produktkunnskap
  • Nøyaktig

9 reasons why
9 reasons why

Adaface Kundeservice Test is the most accurate way to shortlist Kundeservice representants



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 å kommunisere effektivt med kunder
  • Ferdighet til å håndtere vanskelige situasjoner med empati
  • Evne til å løse problemer proaktivt
  • Kompetanse i konfliktløsning
  • Kunnskap om produktet og dets funksjoner
  • Sterke tidsstyringsevner
  • Oppmerksomhet på detaljer i kundeinteraksjoner
  • Evne til å forhandle og finne vinn-vinn-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
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 bare en liten prøve fra biblioteket vårt med 10.000+ spørsmål. De faktiske spørsmålene om dette Kundeservicetest vil være ikke-googlable.

🧐 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

Med Adaface klarte vi å optimalisere vår første screeningprosess med oppover 75%, og frigjøre dyrebare tid for både ansettelsesledere og vårt talentinnsamlingsteam!


Brandon Lee, Menneskers leder, Love, Bonito

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

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:

  • Demonstrert evne til å håndtere kundehenvendelser og klager på en profesjonell og betimelig måte
  • Sterke kommunikasjonsevner, både skrevet og muntlig, for effektivt å samhandle med kundene
  • Påviste problemløsningsevner for å løse kundespørsmål og gi passende løsninger
  • Evne til å empati med kundene og forstå deres behov og bekymringer
  • Effektive ferdigheter i konfliktløsning for å navigere i utfordrende kundeinteraksjoner
  • Dyptgående produktkunnskap for å gi nøyaktig og nyttig informasjon til kundene
  • Utmerkede tidsstyringsferdigheter for å prioritere og håndtere flere kundeforespørsler
  • Oppmerksomhet på detaljer for å sikre nøyaktig og grundig dokumentasjon av kundeinteraksjoner
  • Sterke forhandlingsferdigheter for å adressere kundens bekymringer og nå gjensidig fordelaktige resolusjoner
  • Kompetanse i å håndtere kundedata og opprettholde konfidensialitet

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?

  • Kommunikasjon

    Kommunikasjonsevner involverer effektiv Utveksling av informasjon, ideer og tilbakemeldinger med kunder, kolleger og overordnede. Det måles i denne testen for å vurdere en kandidats evne til å artikulere ideer, lytte aktivt og tilpasse sin kommunikasjonsstil på riktig måte for å sikre klare og effektive kundeinteraksjoner.

  • problemløsing

    problem -Løsingsevner forholder seg til et individs evne til å analysere komplekse situasjoner, identifisere årsaken til et problem og utvikle effektive løsninger. Måling av problemløsningsevner i denne testen er avgjørende for å bestemme en kandidats egnethet til å vurdere utfordrende kundespørsmål og foreslå levedyktige oppløsninger på en riktig måte.

  • Empati

    Empati refererer til kapasiteten til Forstå og del andres følelser, spesielt kundene. Det er viktig å måle empati i denne testen, da det hjelper til med å bestemme en kandidats evne til å få kontakt med kunder på et emosjonelt nivå, demonstrere forståelse og gi personlig støtte, til slutt styrke kundetilfredshet og lojalitet.

  • Konfliktløsning < /H4> <p> Konfliktløsningsferdigheter innebærer evnen til å adressere uenigheter og konflikter mellom kunder eller kolleger på en konstruktiv måte, og sikter mot en gjensidig gunstig oppløsning. Vurdering av ferdigheter i konfliktløsning i denne testen gjør det mulig for rekrutterere å evaluere en kandidats kapasitet til å håndtere utfordrende eller konfronterende kundesituasjoner, opprettholde profesjonalitet og avkalere konflikter effektivt. </p> <h4> Produktkunnskap

    Produktkunnskap refererer til et individs forståelse av produktene eller tjenestene som selskapet tilbyr. Måling av produktkunnskap i denne testen hjelper til med å vurdere en kandidats forståelse av selskapets tilbud, slik at de kan gi nøyaktig informasjon, svare på kundespørsmål effektivt og vise frem ekspertise, til slutt påvirke kundetilfredshet og tillit.

  • Tidsstyring <//////////pid. H4> <p> Tidsstyringsferdigheter innebærer muligheten til å administrere og prioritere oppgaver effektivt, og sikre effektiv bruk av tid og møtefrister. Måling av tidsstyringsevner i denne testen lar rekrutterere evaluere en kandidats evne til å håndtere flere kundeinteraksjoner samtidig, administrere arbeidsmengden og levere rettidig hjelp, noe som fører til forbedret kundeservice og produktivitet. </p> <h4> oppmerksomhet på detaljer <////// - H4> <p> Oppmerksomhet på detaljer refererer til evnen til å observere, fatte og huske små, men kritiske aspekter ved kundeinteraksjoner eller prosesser. Det er avgjørende å måle oppmerksomhet på detaljer i denne testen for å identifisere kandidater med et ivrig øye for nøyaktighet, som raskt kan identifisere feil eller avvik, og sikre presisjon i kundedata, instruksjoner eller tjenestelevering. </p> <h4> Forhandling

    Forhandlingsevner involverer evnen til å nå gjensidig fordelaktige utfall gjennom effektiv kommunikasjon, kompromiss og problemløsing. Måling av forhandlingsevner i denne testen hjelper til med å evaluere en kandidats kapasitet til å håndtere kundens krav eller forespørsler, finne felles grunnlag og oppnå ønskede resultater mens du opprettholder positive kundeforhold og opprettholder selskapets retningslinjer.

  • 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 lytting
    Forstå kundens behov
    Effektive kommunikasjonsteknikker
    Håndtere irate kunder
    Håndtering av kundeklager
    Gir produktinformasjon
    Oppsalg og kryssalg
    Løse kundespørsmål
    Administrere kundens forventninger
    Eskalerende kundeproblemer
    Trening på produktfunksjoner
    Tidsstyringsteknikker
    Oppmerksomhet på detaljer i dokumentasjon
    Kunde tilbakemeldingssamling
    Empati og emosjonell intelligens
    Strategier for konfliktløsning
    Problemløsningsmetodologier
    Håndtering av vanskelige kunder
    Forhandlingsteknikker
    Produktkunnskapsvurdering
    Bruke kundeserviceprogramvare
    Bruke CRM -verktøy
    Tilby personlig kundeservice
    E -postetikette i kundeservice
    Call Center Etiquettes
    Chat -støtteteknikker
    Effektivt teamarbeid i kundeservice
    Bygge rapport med kunder
    Forstå kulturelle forskjeller
    Håndtering av kundeinnvendinger
    Administrere stress i kundeservice
    Konfliktstyringsferdigheter
    Forståelse av kundeatferd
    Levere eksepsjonelle kundeopplevelser
    Multitasking i kundeservice
    Håndtere tidssensitive spørsmål
    Oppmerksomhet på detaljer i datainnføring
    Administrere kundedata og poster
    Analysere kundetrender
    Tilpasning til teknologiendringer i kundeservice
    Opprettholde profesjonell tone i kundekommunikasjon
    Kunnskap om selskapets retningslinjer og prosedyrer
    Forstå kundelojalitet
    Gir støtte etter salg
    Forstå kundens levetidsverdi
    Identifisere kundesmerterpunkter
    Identifisere muligheter for kryssalg
    Vurdere kundetilfredshet
    Identifisere potensielle oppslagsmuligheter
    Løsning av problemer med fakturering av kunder
    Håndtering av refusjonsforespørsler

What roles can I use the Kundeservicetest for?

  • Kundeservice representant
  • Teknisk supportspesialist
  • Call Center -operatør
  • Representant for salgsstøtte
  • Kundesuksessansvarlig
  • Helpdesk -tekniker
  • Retail Associate
  • Resepsjonistmottakelse
  • Kontosjef
  • Gjestetjenestekoordinator

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

  • Kjennskap til kundeservicemålinger og evne til å analysere og forbedre ytelsen
  • Erfaring med å håndtere opptrapping av kunder og evne til å avkalere anspente situasjoner
  • Kunnskap om bransjespesifikke forskrifter og krav til etterlevelse som påvirker kundeservice
  • Evne til å tilpasse seg endrede kundebehov og tilby personlig service
  • Evne til å samarbeide med tverrfunksjonelle team for å løse komplekse kundeproblemer
  • Kompetanse i å bruke tilbakemeldinger fra kunder for å drive forbedringer i produkter og tjenester
  • Dyktig i å håndtere kundens forventninger og oppfølging for å sikre kundetilfredshet
  • Kompetanse i å bruke CRM -systemer for å spore kundeinteraksjoner og opprettholde nøyaktige poster
  • Evne til å holde seg i ro og komponert i situasjoner med høyt trykk
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Ansettelseslederne følte at de gjennom de tekniske spørsmålene de stilte under panelintervjuene, kunne fortelle hvilke kandidater som hadde bedre score, og differensierte med de som ikke scoret også. De er Svært fornøyd med kvaliteten på kandidatene på listen med adaface -screeningen.


85%
Reduksjon i screeningstid

Kundeservice Online Test Vanlige spørsmål

Hva er en kundeservicetest?

En kundeservicetest er en måte å vurdere individets evne til å tilby utmerket kundeservice.

Kan du evaluere kundeserviceferdigheter med en online test?

En online kundeserviceferdighetstest kan hjelpe deg med å forstå om kandidaten har de harde ferdighetene (engelsk ferdighet, oppmerksomhet på detaljer, logisk resonnement) til å gjøre det bra på jobben, og hvordan de ville reagere under utfordrende scenarier (situasjonsdom). Når du har filtrert ut kandidater for disse ferdighetene, kan du velge den endelige kandidaten basert på intervjuer og jobbsimuleringer.

Hvordan vurderer du en kundeservicerepresentant?

Testen består av en serie spørsmål om kundeservicescenarier og hvordan testtakeren ville håndtere dem.

Kan jeg kombinere flere ferdigheter til en tilpasset vurdering?

Ja absolutt. Tilpassede vurderinger er satt opp basert på stillingsbeskrivelsen din, og vil inneholde spørsmål om alle må-ha ferdigheter du spesifiserer.

Har du noen anti-juksende eller proktoreringsfunksjoner på plass?

Vi har følgende anti-juksede funksjoner på plass:

  • Ikke-googlable spørsmål
  • IP Proctoring
  • Nettproctoring
  • Webcam Proctoring
  • Deteksjon av plagiering
  • Sikker nettleser

Les mer om Proctoring -funksjonene.

Hvordan tolker jeg testresultater?

Den viktigste tingen å huske på er at en vurdering er et eliminasjonsverktøy, ikke et seleksjonsverktøy. En ferdighetsvurdering er optimalisert for å hjelpe deg med å eliminere kandidater som ikke er teknisk kvalifisert for rollen, det er ikke optimalisert for å hjelpe deg med å finne den beste kandidaten for rollen. Så den ideelle måten å bruke en vurdering på er å bestemme en terskelpoeng (vanligvis 55%, vi hjelper deg med å benchmark) og invitere alle kandidater som scorer over terskelen for de neste rundene med intervjuet.

Hvilken opplevelsesnivå kan jeg bruke denne testen til?

Hver ADAFACE -vurdering er tilpasset din stillingsbeskrivelse/ ideell kandidatperson (våre fageksperter vil velge de riktige spørsmålene for din vurdering fra vårt bibliotek med 10000+ spørsmål). Denne vurderingen kan tilpasses for ethvert opplevelsesnivå.

Får hver kandidat de samme spørsmålene?

Ja, det gjør det mye lettere for deg å sammenligne kandidater. Alternativer for MCQ -spørsmål og rekkefølgen på spørsmål er randomisert. Vi har anti-juksing/proctoring funksjoner på plass. I vår bedriftsplan har vi også muligheten til å lage flere versjoner av den samme vurderingen med spørsmål med lignende vanskelighetsnivåer.

Jeg er en kandidat. Kan jeg prøve en praksisprøve?

Nei. Dessverre støtter vi ikke praksisprøver for øyeblikket. Du kan imidlertid bruke eksemplet spørsmål for praksis.

Hva koster ved å bruke denne testen?

Du kan sjekke ut prisplanene våre.

Kan jeg få en gratis prøveperiode?

Ja, du kan registrere deg gratis og forhåndsvise denne testen.

Jeg flyttet nettopp til en betalt plan. Hvordan kan jeg be om en tilpasset vurdering?

Her er en rask guide om Hvordan be om en tilpasset vurdering på adaface.

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