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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.

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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

Leadership-Skills

Personal-Attributes

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:

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.

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.

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

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

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Step 2: Share link

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Step 3: Test View

Candidate take the test

Step 4: Insightful Report

You get their tests report

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Frequently Asked Questions (FAQs)

Utmost care has been taken to reduce the probability of individuals trying to present themselves in a socially desirable manner at every stage of the tool development.  The following are some of the steps taken:
 
 The item format of the assessment – the ‘semantic differential’ format – was deliberately selected for the purpose of making it hard for candidates to guess the appropriate response and ‘fake’ in order to increase their scores. The items are presented in a format that requires the individual to consciously think about their preferences and then make a choice between two equally ‘desirable’ statements.
 
 Before beginning the assessment, the candidates are provided with information on the format of the assessment and are told to respond to the items according to their first reactions and not to overthink their responses. Guided by research showing the efficacy of ‘instructional warnings’ they are warned against faking and impression management and told that their assessment reports may be considered invalid if they distort their responses in dishonest ways.
 
 The tool identifies certain patterns of responding and indicates in the report, if the candidate has attempted to respond to the assessment in an appropriate or a socially desirable manner.   

Yes, it is possible. We can build a customized assessment for your organization, taking into account your organization’s unique needs and accordingly determine the combination of behaviors that determine success in your organization’s context.  Please write to us for such a request and we would be glad to work out a solution for you.

The thresholds for the proficiency levels are based on the normal probability distribution of scores for a particular norm group.

Human behavior is a projection of multiple psychological and environmental factors. So, any psychometric report should not be interpreted as a definitive predictor of a particular type of behavior. These reports should be integrated with all other sources of information in reaching professional decisions about the person. If you find any discrepancy in the reports from actual behavior of the person, always refer to the other environmental, physical and psychological factors driving that behavior. For the best combination of selection tools for your needs (i.e. psychometric assessment, job/functional tests, behavioral interviews, etc.) please reach out to us and our consultants would be happy to assist you.

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.