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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 Teste de atendimento ao cliente is the most accurate way to shortlist Customer Service Representatives



Reason #1

Tests for on-the-job skills

O teste de atendimento ao cliente ajuda os recrutadores e gerentes de contratação a identificar candidatos qualificados de um conjunto de currículos e ajuda a tomar decisões objetivas de contratação. Reduz a sobrecarga administrativa de entrevistar muitos candidatos e economiza tempo filtrando candidatos não qualificados.

O teste de atendimento ao cliente Adaface Candidatos para as habilidades típicas que os recrutadores procuram funções de atendimento ao cliente:

  • Resoluções de conflitos
  • Atenção aos detalhes
  • Proatividade e capacidade de trabalhar em uma equipe.
  • A capacidade de simpatizar com os clientes.
  • A capacidade de fazer várias tarefas e tomar responsabilidade de situações.
  • Solução de problemas
  • Habilidades comunicativas efetivas

Os insights gerados a partir desta avaliação podem ser usados ​​pelos recrutadores e gerentes de contratação para identificar os melhores candidatos ao papel. Os recursos anti-tração permitem que você se sinta confortável em realizar avaliações on-line. O teste de atendimento ao cliente é ideal para ajudar os recrutadores a identificar quais candidatos têm as habilidades para se sair bem no trabalho.

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.

Estes são apenas uma pequena amostra da nossa biblioteca de mais de 10.000 perguntas. As perguntas reais sobre isso Customer Service Test será não-googleable.

🧐 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

Com o Adaface, fomos capazes de otimizar nosso processo de triagem inicial em mais de 75%, liberando tempo precioso para os gerentes de contratação e nossa equipe de aquisição de talentos!


Brandon Lee, Chefe das pessoas, 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


Habilidades testadas com este teste de atendimento ao cliente

O teste on -line de atendimento ao cliente foi projetado para testar os candidatos no seguinte:

  • Habilidades de comunicação: Esta seção foi projetada para rastrear os candidatos com base em sua capacidade de se comunicar efetivamente em inglês verbal.
  • Atenção aos detalhes: as perguntas nesta seção foram projetadas para avaliar a atenção do candidato a detalhes menores e sua capacidade de produzir resultados sem erros de alta qualidade.
  • Resolução de problemas: exibe candidatos com base em sua capacidade de identificar padrões em problemas e tarefas e resolver problemas.
  • Julgamento situacional: Esta seção avalia a compreensão funcional do papel por meio de questões de julgamento situacional no trabalho.

Sobre funções de trabalho de atendimento ao cliente

Alguém em uma função de atendimento ao cliente atrai clientes em potencial, respondendo a perguntas de produtos e serviços; sugere informações sobre produtos e serviços.

Os melhores candidatos a uma função de atendimento ao cliente são os que estão realmente empolgados em ajudar os clientes. Eles podem ter empatia com um cliente e podem defendê -los. A resolução de problemas é uma habilidade essencial nas funções enfrentadas pelo cliente.

As responsabilidades representativas de atendimento ao cliente incluem:

  • sugerir produtos/ serviços a um cliente depois de entender suas necessidades e preferências
  • Resolvendo problemas entendendo a reclamação do cliente, determinando a causa raiz do problema, explicando a melhor solução e acompanhando para garantir a resolução
  • Gerenciando chamadas de entrada de clientes
  • Indo a milha extra para envolver e encantar clientes
  • Gerando leads
  • Rastreando vendas e alcançando cotas

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 Teste de atendimento ao cliente?

Solução de problemas
Resolução de conflitos
habilidades auditivas
comunicação
priorização
atenção aos detalhes
habilidades interpessoais
julgamento situacional
Resolução de problemas
Customer Email
Performing under pressure
Identifying differences
Logical Reasoning
Verbal ability
Singapore government logo

Os gerentes de contratação sentiram que, através das perguntas técnicas que fizeram durante as entrevistas do painel, foram capazes de dizer quais candidatos tinham pontuações melhores e se diferenciaram com aqueles que não marcaram também. Eles são altamente satisfeito com a qualidade dos candidatos selecionados com a triagem do Adaface.


85%
Redução no tempo de triagem

Perguntas frequentes

O que é um teste de atendimento ao cliente?

Um teste de atendimento ao cliente é uma maneira de avaliar a capacidade de um indivíduo de fornecer um excelente serviço ao cliente.

Você pode avaliar as habilidades de atendimento ao cliente com um teste on -line?

Um teste de habilidades de atendimento ao cliente on -line pode ajudá -lo a entender se o candidato tiver habilidades difíceis (proficiência em inglês, atenção aos detalhes, raciocínio lógico) para se sair bem no trabalho e como eles reagiriam em cenários desafiadores (julgamento situacional). Depois de filtrar os candidatos para essas habilidades, você pode selecionar o candidato final com base em entrevistas e simulações de emprego.

Como você avalia um representante de atendimento ao cliente?

O teste consiste em uma série de perguntas sobre os cenários de atendimento ao cliente e como o tomador de testes os lidaria.

Posso combinar várias habilidades em uma avaliação personalizada?

Sim absolutamente. As avaliações personalizadas são configuradas com base na descrição do seu trabalho e incluirão perguntas sobre todas as habilidades obrigatórias que você especificar.

Você tem algum recurso anti-trapaça ou procurador?

Temos os seguintes recursos anti-trapaça:

  • Perguntas não-goleadas
  • IP Proctoring
  • Web Proctoring
  • Proctoring da webcam
  • Detecção de plágio
  • navegador seguro

Leia mais sobre os Recursos de Proctoring.

Como interpreto as pontuações dos testes?

O principal a ter em mente é que uma avaliação é uma ferramenta de eliminação, não uma ferramenta de seleção. Uma avaliação de habilidades é otimizada para ajudá -lo a eliminar os candidatos que não são tecnicamente qualificados para o papel, não é otimizado para ajudá -lo a encontrar o melhor candidato para o papel. Portanto, a maneira ideal de usar uma avaliação é decidir uma pontuação limite (normalmente 55%, ajudamos você a comparar) e convidar todos os candidatos que pontuam acima do limiar para as próximas rodadas da entrevista.

Para que nível de experiência posso usar este teste?

Cada avaliação do Adaface é personalizada para a descrição do seu trabalho/ persona do candidato ideal (nossos especialistas no assunto escolherão as perguntas certas para sua avaliação de nossa biblioteca de mais de 10000 perguntas). Esta avaliação pode ser personalizada para qualquer nível de experiência.

Todo candidato recebe as mesmas perguntas?

Sim, facilita muito a comparação de candidatos. As opções para perguntas do MCQ e a ordem das perguntas são randomizadas. Recursos anti-traking/proctoring no local. Em nosso plano corporativo, também temos a opção de criar várias versões da mesma avaliação com questões de níveis de dificuldade semelhantes.

Eu sou um candidato. Posso tentar um teste de prática?

Não. Infelizmente, não apoiamos os testes práticos no momento. No entanto, você pode usar nossas perguntas de amostra para prática.

Qual é o custo de usar este teste?

Você pode conferir nossos planos de preços.

Posso obter uma avaliação gratuita?

Sim, você pode se inscrever gratuitamente e visualizar este teste.

Acabei de me mudar para um plano pago. Como posso solicitar uma avaliação personalizada?

Aqui está um guia rápido sobre Como solicitar uma avaliação personalizada no Adaface.

customers across world
Join 1200+ companies in 75+ countries.
Experimente a ferramenta de avaliação de habilidades mais amigáveis ​​de candidatos hoje.
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