What The Basic Customer Service Skills Test Measures
Attention
Can they listen closely and pick up on customer needs without needing to be told twice?
Courtesy
Do they communicate with respect and professionalism, even when a customer is upset or demanding?
Effectiveness
Can they solve problems fast and keep the customer satisfied, not just move on the next issue?
Judgment
Do they know when to follow the script and when to think on their feet to de-escalate a situation?
Upset Customer Handling
Can they stay calm, empathize, and de-escalate tense conversations without making things worse?