Customer Service Best Practices
Assesses judgment in real customer service situations: upset customers, SLAs, escalation, written tone, public complaints and CRM logging. Suited for support, customer care, customer success and general service roles.
Sample questions
Taken from the template itself. Questions with a recorded answer key are left out, so reading this page cannot help anyone pass the test.
As the candidate sees it
Customer Service Best Practices
- 1.Short text
Rewrite this reply with a more empathetic and clearer tone.
Reply sent to a customer who asked about her refund for the third time: "As previously stated, the deadline is 10 business days and nothing can be done." The refund was approved 6 business days ago. Write the new reply in up to 3 sentences.
- 2.Long text
Write the first reply to this customer and explain your next steps.
You support business customers of an electronic invoicing system. At 10 a.m., the finance manager of a distributor writes: "The system has been down since 7 a.m. I have 40 invoices to issue, trucks waiting, and I will cancel the contract if this is not solved today." Engineering has already confirmed an outage affecting some customers and has no estimate yet. Write the message you would send, then describe what you would do over the next hours, including logging, escalation and follow-up.
- Shown once you copy the template
- Shown once you copy the template
- Shown once you copy the template
6 more questions in the full template.
How this template was made, and what you can check
Are these the real questions?
Yes. The questions on this page are the questions a candidate gets. They are not samples written for the site: they come from the template itself, word for word.
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What comes back to you
Short text
Rewrite this reply with a more empathetic and clearer tone.
Answer
Score
Why this score
The question is real. The answer and the score are drawn as an example of what a review looks like.