Customer Service Manager Test
Using this pre-employment personality and aptitude test ensures hiring a good Customer Service Manager each time.
Pre-Employment Test
Purpose:
The Customer Service Manager tests screen for candidates with leadership qualities who will make decisions that are well-reasoned, efficient and ethical. Best-fit employees should be able to keep on top of details, motivate subordinates, and have an inherent drive to create a customer-oriented culture.
About This Test:
Customer Service Manager Test
Comprehensive
$45
A pre-hire screening created for managerial candidates in a variety of customer-centered work environments. The test battery includes:
- An untimed personality assessment
- An untimed General Cognitive Aptitude Test (includes verbal, numerical, and abstract reasoning)
- An untimed set of open-ended statements to which the candidate has to type in a short answer
Customer Service Manager Test
Express
$35
This assessment includes many of the personality traits also found in the Comprehensive test version, but has:
- A shorter set of personality trait measures
- A timed test of General Reasoning
- No open-ended section
What the Report Gives You:
A graphical display of personality trait scores, feedback regarding strengths and developmental concerns, an explanation of aptitude results, a display of narrative responses given to the open-ended statements, and suggested interview questions.
Testing Process:
- Immediate score report upon completion.
- Proctoring desirable but not required.
- The use of mobile phones is discouraged.
Options:
Contact us to learn how we can customize the test content or the way information is presented in the report to meet your specifications.
Target Group:
We recommend using this test for the positions of Customer Service Manager, CSR Supervisor, Call Center Manager, Guest Services Manager, Customer Service Supervisor, Director of Customer Support, Customer Service Operations Specialist, Client Advisory Services Manager, Customer Experience Manager, Customer Service Program Manager, Client Service Manager, and Market Service Manager, among other leadership roles in client services settings.
Sample Personality Item:
| For the statement on the left |
| For the statement on the right | |||||
I prefer working in a quiet environment where I don’t have to talk to people very often. |
I prefer working in a busy environment with a lot of activity and social interaction. |
Sample Questions for General Cognitive Aptitude Test:
Sample verbal reasoning item: House is to dwelling as car is to ____________. | (A) transportation | ||
Sample numerical reasoning item: Which number comes next in this series? 3 6 9 19 22 25 | (A) 32 | ||
Sample abstract reasoning item:
Which figure would come next in the series?
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Sample Question for Open-Ended Statement:
The three things I want most from my job are... |
(Sample questions differ from actual test appearance and do not contain real test content.)
The Customer Service Manager Test Evaluates:
| Less Desirable Behaviors | Test Content | Desirable Behaviors |
|---|---|---|
| Slow learner, overwhelmed with complexity | General Cognitive Aptitude | Quick learner, handles challenging tasks well |
| Slower to learn – Not very observant | General Reasoning* | Quicker to learn; observant & insightful |
| Simplistic thoughts, negative attitudes, grammatical mistakes | Open-ended Statements | Articulate, meaningful comments, expresses positive attitudes, no grammatical mistakes |
| Argumentative, contentious | Agreeableness | Easy to get along with, amiable |
| Does not want to be responsible for the work of others | Assertive Leadership* | Comfortable directing and controlling work of others |
| Fails to live up to promises | Conscientiousness* | Reliable, dependable |
| Not service minded | Customer Service* | Enjoys serving people |
| Overreacts to stress, gets upset easily | Emotional Resilience* | Calm, level-headed, handles stress well |
| Lacks intuition about others’ feelings | Empathy | Sensitive to others’ feelings, empathetic |
| Doesn’t want to have to deal with people | Extroversion | Likes people involvement at work |
| Blunt, unsophisticated, politically naive | Impression Management | Socially sensitive, polite, diplomatic |
| Bends rules to suit own purposes | Integrity* | Strong moral code |
| Doesn’t feel responsible for how employees feel about their jobs | Managerial Human Relations* | Good motivator for others, tries to help others succeed in their careers |
| Does not stay on top of tasks that have been assigned to others | Managerial Task Structuring* | Stays on top of details that have been assigned to others |
| Sticks with tried-and-true approaches, resistant to new ideas | Openness to New Experience* | Enjoys learning and new ideas, innovative |
| Cautious, suspicious, careful | Optimism | Trusting, believes in positive future |
| Doesn’t want to coordinate with others | Teamwork* | Able to coordinate and work cooperatively |
| Does the minimum | Work Drive* | Willing to go the extra mile |
(Note: The asterisk (*) denotes that the personality dimension is included in the Express version of the test.)
