Customer Service Aptitude | EmployTest

Customer Service Aptitude Tests

You can send your reps to training classes. You can have them role play. They can practice scripts. But if your goal is providing great customer service, isn’t it easier just to hire the applicants who already have excellent customer service skills?

Team Player

Flexibility

Helping Disposition

Stress Management

Conscientiousness

Admin/Office Support
Customer Service
Call Center
Account Executives

What customer service means

Customer service ability is necessary for most job positions, according to the US Department of Labor. These jobs include common tasks, such the ones below:

Resolving product or service issues.

Providing basic information to customers or prospects.

Handling returns and exchanges.

Listening to feedback.

Troubleshooting account issues, including technical.

Updating customer accounts.

Personalized help, including building rapport and knowing preferences.

Read on to see our three versions of customer service test.

Customer Service Success Profile

This 20 minute test measures several critical competencies that drive success in front line customer-facing roles, including demonstrating respect, self-management, conscientiousness, maintaining composure, and service orientation.

There’s also a version that adds a “Sales” topic for customer service roles where up-selling or cross-selling is needed.

Elite Care Profile

The Elite Care Profile is a general indicator of the individual’s ability to engage in care-oriented behaviors across a wide range of care-focused environments (e.g., healthcare, long-term care, in-home care). The profile measures a wide range of characteristics that center around being kind and caring while exhibiting conscientious and compliant behaviors.

Situational Judgment – Service

The Situational Judgment Service test includes attitude, behavioral and situational questions aimed at assessing the candidate’s ability to problem solve and use appropriate judgment while performing in a service function. The test helps organizations in identifying individuals who have a strong service orientation.

Avoiding bias

Using pre-employment tests, such as our Customer Service Tests, is one way to avoid bias in the hiring process. These tests will measure customer service behavioral traits and statistically compare them with others who have taken the test. These tests have been used by thousands of applicants over the past ten years.

Bias can be conscious or unconscious and recruiters may not be aware that they have them. But using research-based pre-hire tests reduces bias that may come from work or educational experience.

All of our tests follow the guidelines of the EEOC and US Department of Labor’s Uniform Guidelines on Employee Selection.