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Customer service skills

This test concerns the psychological skills of customer service.

Employers receive a lot of application documents that are filled with information about education or experience and declarations of possessed by the candidates highly developed soft competencies - that is the personality traits that predispose to work at a specific profession. Most employers know exactly which of the psychological skills the "ideal candidate" should possess and they expect them from people applying for job in their companies.

Professions related to the customer service are the most important and very specific group. It is known that the way of their work and activities has a direct influence on the development of company image in the market and customers' attitudes or even their decisions. Currently, good knowledge of the customer service is required in almost every company – these skills allows to keep existing customers and help in acquiring new ones. Of course the customer service area includes a wide range of skills and experiences. However, there is a few competencies that every employee should have in order to work in this business sector.

The question is: Which of the personal qualities should possess the "ideal" consultant?

Based on our own experience, but also on the basis of the advertisements that appear in the labor market we have prepared for you a special package of 7 psychological skills related with the work at Customer Service Departments.

Offered by us test named "Customer service skills", will certainly be very helpful during recruitment at the Consultant, Hotline or Call Center Employee, Advisor, etc. If you want to check only the Customer orientation skills, we invite you to the test which is located at following link Customer orientation.

The test is a compilation of a single personality questionnaires that you can find at our Website.

Questions to answer: 70
Time to test: 30 min
Test price: 9.99 EUR
  • Communicability (10)
    The scale is used to determine the extent to which people are talkative and sociable; if they are able to establish and maintain contacts with other people; the extent to which they use assertiveness; the use of the principles of correct communication, enabling effective communication with colleagues and building satisfying relationships at work.
  • Good manners (10)
    The scale is used to determine the extent to which people can make a professional impression and use rules of savoir-vivre in their work.
  • Customer orientation (10)
    The scale is used to determine the extent to which the people tested are focused on building positive relationships with customers and on building belief-strengthening kindness towards customers; the extent to which they reveal personal commitment to clients’ problems; whether they know customer service standards, and the extent to which they care for its quality; if they can create an atmosphere of professionalism. The scale is also used to determine the extent to which the people tested can create a friendly atmosphere conducive to good communication; how they deal with difficult customers, and the extent to which they control their emotional reactions; if they use the principles of assertiveness; the extent to which they can build a good agreement with the clients.
  • Relationship-Building Skills (10)
    The scale is used to measure how people communicate with others; how they manage to make contacts; how they cope with difficult situations; if they apply rules of effective communication; the extent to which they apply techniques of building professional relationships.
  • Coping with stress (10)
    This scale is used to determine how effectively people can cope with difficult situations; what attitudes they present when they experience challenges in life; the extent to which they can maintain their psychological balance; whether they have the ability to work under high emotional pressure; the extent to which they utilise their skills to prevent the negative effects of stress; whether they have the ability to relax after a period of prolonged stress.
  • Dealing with conflicts (10)
    The scale is used to determine how people are able to settle a dispute with difficult partners; whether they are able to express constructive criticism; ability to control the influence of emotions in the process of reaching an agreement; the extent to which - despite the incompatibility of certain opinions – they are able to maintain good relationships with colleagues.
  • Independence and autonomy (10)
    This scale is used to determine the extent to which people are independent in their opinions and activities; the extent to which they work without supervision and control; whether they are afraid to make independent decisions and take responsibility for their actions; to what extent they could operate without help from others.