Banner
Banner
Contact usLogin
online-assessment
online-assessment
online-assessment
/assets/pbt/aboutTest.svg
/assets/pbt/skills.svg
/assets/pbt/customize.svg
/assets/pbt/features.svg
Core Corporate Functions>Customer Support>Mettl B2C Customer Focus Assessment

Customer Service Test to Assess Candidates for B2C Roles

Customer service test measures a candidate’s ability to accurately understand customer requirements and to deliver the best service possible to fulfill those requirements. Customer service assessment is a holistic customer service aptitude test that gauges organizational and leadership skills plus personal attributes.

Trusted By:

Inside This Assessment

Mercer | Mettl's B2C Customer Focus Assessment is a holistic customer service test designed my subject matter experts to ensure an insightful customer service skills assessment. The test focuses on helping companies find the right talent in the customer service industry. It does so by offering an innovative solution that measures customer orientation and a customer centric personality through 11 extensively researched competencies. This assessment can help you discover the right talent with the help of a powerful reporting tool that provides insight about candidate’s strengths and weaknesses along with a recommendation based on their performance in the test.

SKILL LIBRARY

This Assessment is a part of following Skills Libraries

Competency Framework

Get a detailed look inside the test

Competency Under Scanner

Organizational skills

Personal-Attributes

Leadership-Skills

Competencies:

Customer Service

Demonstrating an ability to ensure excellent service to customers and constantly raising the bar of the service experience that customers enjoy.

Process Orientation

Demonstrating an ability to follow standard procedures, adhering to rules and regulations to ensure compliance and efficiency in the workplace.

Time Management

Demonstrating an ability to detail out the steps required to accomplish one's objectives and an understanding of the resources required to do so. Demonstrating an ability to prioritize and shuffle between various tasks to maximize efficiency.

Problem Solving Numerical Ability Verbal Ability

Boost your retail skills assessment process with the right set of problem-solving, numerical ability and verbal ability-based questions that ensure holistic candidate assessment.

Competencies:

Trustworthy

Demonstrating an ability to take responsibility for one's actions and decisions, act in an trustworthy and reliable manner.

Awareness of Cultural Processes

Demonstrating a tendency to be aware about the organization, its policies, and the environment that it operates in.

Flexibility

Demonstrating an ability to adjust and adapt oneself to change and not allow oneself to get bogged down when situations are dynamic and constantly evolving.

Ethical

Demonstrating an ability to be honest and ethical in all transactions with internal and external stakeholders, so as to earn their trust. Being considered a trusted partner by others.

Stress Management

Demonstrating resilience in the face of challenges or adversity and being able to manage one's emotions in a positive and effective manner.

Team Worker

Demonstrating an ability to work effectively with each other to accomplish common goals and objectives.

Competencies:

Managing Diversity

The ability to support and promote an environment that holds opportunities for all, regardless of race, gender, culture, and age.

Consultative Problem Solving and Decision Making

Demonstrating an ability to identify and resolve problems by gathering relevant information by consulting people and working towards identifying the best possible solution.

Logical Thinking

Demonstrating the ability to analyse the given information from different perspectives by breaking it down into simple components and by structuring the information in a logical order to arrive at a solution.

Leading by Example

Demonstrating an ability to lead a group of people by consistently motivating and inspiring them, and assisting them wherever necessary.

Team Management

Demonstrating an ability to develop cooperation and teamwork while working in a group, working toward solutions which generally benefit everybody involved.

Customize This Test

Flexible customization options to suit your needs

Set difficulty level of test

Choose easy, medium or hard questions from our skill libraries to assess candidates of different experience levels.

Combine multiple skills into one test

Add multiple skills in a single test to create an effective assessment. Assess multiple skills together.

Add your own questions to the test

Add, edit or bulk upload your own coding questions, MCQ, whiteboarding questions & more.

Request a tailor-made test

Get a tailored assessment created with the help of our subject matter experts to ensure effective screening.

The Mercer | Mettl Advantage

Tablet
The Mercer | Mettl Edge
  • Industry Leading 24/7 Support
  • State of the art examination platform
  • Inbuilt Cutting Edge AI-Driven Proctoring
  • Simulators designed by developers
  • Tests Tailored to Your business needs
  • Support for 20+ Languages in 80+ Countries Globally

Simple Setup in 4 Steps

Step 1: Add test

Add this test your tests

Step 2: Share link

Share test link from your tests

Step 3: Test View

Candidate take the test

Step 4: Insightful Report

You get their tests report

Our Customers Vouch for Our Quality and Service

Frequently Asked Questions (FAQs)

The assessment has been designed on the ‘semantic differential’ format, which requires candidates to consider their preferences and choose between two " equally desirable" statements. The assessment also delivers ‘instructional warnings,’ where candidates are informed that distorted or fake responses will invalidate the assessment. The assessment tool can also identify specific response patterns that may indicate fake responses.

Yes. We can provide customized assessment solutions that consider the organization’s requirements and competency framework to determine the appropriate behaviors that indicate success in the organization's context. Please write to Mercer | Mettl with the request for assistance.

The normal probability distribution of scores of a particular norm group determines the proficiency levels required.

We have taken all necessary steps to reduce the possibility of test takers trying to present themselves in a socially desirable manner. For example, the test follows a ‘semantic differential’ format, which makes it hard to ‘guess’ the appropriate response. Additionally, the items are presented in a format that requires one to consciously think about one's preferences and then choose a more ‘desirable’ statement. The tool also identifies specific patterns of the responses and can indicate if candidates attempt to respond dishonestly.

It is possible to do so for different job roles for your organization. We follow a scientifically valid benchmarking process. Please write to us and we would be glad to assist.

The data obtained through across industries and across verticals of various types of organizations is updated in the Mettl database periodically. Utmost care is taken such that the newly added data gets incorporated periodically while preparing the reports.

Trusted by More Than 6000 Clients Worldwide


COMPANY
Partners
CALL US

INVITED FOR TEST?

TAKE TEST

ASPASP
ISO-27001ISO-9001TUV
NABCBAICPABPS

2024 Mercer LLC, All Rights Reserved

Terms of Services


Privacy Notice


Cookies


GDPR Ready


Policy


Sub-Processor