Customer Support Skill Assessment

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We know that resumes and cover letters aren't everything when applying for a new job. So we want to understand more about how you would handle some real work situations.

Email *

Last Name, First Name *

You receive a phone call and someone wants to talk to the CEO. What do you do? *

I need to be very clear and say that there is no way someone can call and expect to talk to the boss just like that. There are processes

If it is a request, I will comply. It's up to the CEO to decide if they want to take the call or not, they can simply refuse it

I will ask followup questions. It's important to understand why they want to talk to the CEO so I can make a decision about the best person to refer them to

A customer is having trouble finding a particular service on your website. They reach out to you in a hurry via live chat to ask for your help. Which of the following would be the most effective way to assist them? *

Advise that they search it again using different keywords

Walk them through the service on your website

Send them the direct link for the service

You just realized that you made a mistake and gave the wrong information to a customer. What do you do? *

I'll send an email as soon as I realize the mistake with the correct information and an apology

I'll ask a colleague to write to the client on my behalf as I'm afraid the client might be very upset with me

I'll tell the client the next time we communicate but I won't draw attention to it

Which skills are the most important for a good customer support agent? Select all that apply. *

Time management skills

Good communication skills

Computer skills

Team building, analytical and problem-solving skills

Stress management skills

Required

You received an email from a customer asking a question about a product you are unfamiliar with. Which would be the best course of action? *

Collect information and provide them with complete and precise answers

Tell the client what you believe the answers are

Forward the email to your manager

There is a fairly complex question asked by email. You know the solution but it will require a lot of text to explain. What can you do? Select all that apply. *

I write the text as descriptive as I can

I'll make a short video with a screen recording

I'll ask if my manager can write the response for me

I'll call the customer to discuss over the phone

Required

You are dealing with a difficult and disrespectful client over the phone, how would you act? Select all that apply. *

Explain politely you are terminating the call due to the client's attitude

Ask of your superior to deal with this

Try to calm the situation

Stay on the call, knowing you are being mistreated, with the hopes of improving later on and try to solve the situation

Asses the call on the same tone you are being assessed

Show compassion

Required

You receive a phone call from a client who doesn't want to speak with you. They are upset and request to get transferred to your manager. Which of the following would be the best initial approach? *

Promptly transfer the call to your manager

Place the call on hold and change your voice to pretend to be your manager

Ask what you can do for the client and assure you are fully prepared to help them

Tell them that your manager is unavailable and only you can help them at the moment

Required

Give an example of a time when you've successfully solved a problem for a customer. Why is this example relevant to this position you are applying for? *

For you, what is the difference between sales and support? *

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