AUS-NZ Call Center Customer Service Survey Assessment


AUS-NZ Call Center Customer Service Survey Assessment

Skills Assessment

This test for Call Centre Customer Service Survey is designed to measure customer service orientation, knowledge of preferred customer service behaviors, and customer service practices as they pertain to the call centre environment.

Most questions have a best and second best answer, scoring 2 and 1 points respectively. The best possible points for this survey is 144, however also provided is a percentage score that is based on points scored.

Tests for Call Centre Listening Skills and Call Centre Environment are also available.


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How does it work?
Total Questions 72
Question Types Multiple Choice
Competencies Tested Maintaining and Promoting Positive Customer Relationships
Problem Solving
Knowledge of Products and Services
Tasks Tested Delivering Service
Rude Customers
Attention to Detail
Customer Run-Around
Customer Always Right
Fast Customer Service
Never too Busy
Customer Complaints
Never Being Too Busy
Taking Advantage
Priority of Customers
Being Cold to Customers
Can Do Attitude
Willing to be Helpful
Being Indifferent
Customer Service Mindset
Follows Through
Customer Best Interest
Likes Customers
Empathises with Customers
Takes Pride
Sensitive to Others
Not My Job
Unhappy Customers
Keeping Promises
Meets Expectations
Being Caring
Eager to Please
Being Prompt
Appreciates Customers
Best of His/Her Ability
Saving Customer or Sale
Problems Caused by Others
Solving Problems
Getting Rid of Customers
Dissatisfied Customers
Apologising to Customers
Reacting Defensively
That's Not Possible
Level of Service
Right the First Time
Knowing Company Products
Taking Messages
Being Knowledgeable
Customers on Hold
What Customers Will Get
Not Our Policy
Products Sell Themselves
The Rule Book
Behaving Like a Robot
Yelling Customers
Returns Calls
Using Foul Language
Customer Brush-Off
Being Courteous
Thanks Customers
Good Listener
Being Rude
Arguing with Customers
Negative Customers
Helping Other Employees