NEW! During the Customer Service: Telephone test the examinee listens to incoming telephone calls for service. At various points during the calls the candidate must select the most effective and least effective of three responses to what the caller has said.
# of Tests Included
Four (4) test versions
KSAs Measured
Skill in typing and entering customer names and phone numbers.
Skill in listening comprehension.
Ability to use sound judgment when presented with a customer service complaint.
Ability to effectively solve customer problems by choosing the most effective response to the situation.
Skill in verbal communication for responding to customer requests and complaints.
Knowledge of appropriate language to use when resolving customer requests and complaints.
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