CCAT practice test

Customer Service Assessments – Situational Judgement Tests

250 Customer Service SJT Practice test questions to help you pass YOUR test at the first attempt!

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WHAT ARE CUSTOMER SERVICE ASSESSMENTS?

Customer service assessments are tools used by employers to evaluate a candidate’s ability to handle customer interactions effectively. These assessments help identify whether someone has the right attitude, communication style, and problem-solving skills to deliver a positive customer experience. They are commonly used in hiring for roles in retail, call centres, hospitality, and other customer-facing environments.

These assessments typically include a variety of test types. One common format is the Situational Judgement Test (SJT), where candidates are presented with realistic workplace scenarios and must choose the most effective responses. Another format of the SJT is where the candidate will have to rank various actions to a sliding scale. These questions assess decision-making, empathy, professionalism, and conflict resolution. Another test type might be verbal reasoning, which measures how well a candidate can understand written information and respond accurately. Multitasking or attention to detail tests are also popular, checking how well someone can handle several tasks at once without making errors. Some employers also use personality questionnaires to assess traits like patience, teamwork, and resilience. Altogether, these assessments provide a well-rounded picture of how someone is likely to perform in a real customer service environment.

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WHAT IS THE CUSTOMER SERVICE ASSESSMENT SITUATIONAL JUDGEMENT TEST?

CUSTOMER SERVICE SITUATIONAL JUDGEMENT TESTS

Generally, there are two variations of SJT you could face as part of your customer service assessment. The first and more straighforward of the assessment, will present you with a customer facing scenario and give you 4-5 possible choice to choose from. Your task will be to choose the action which you feel will resolve the customer issue.

The second variation of the SJT is similar to the above regarding scenario, but instead of choosing the best response, your task will be to rank each of the responses to a sliding scale.

customer service assessments

Choose the best answer

In this variation of the test, you will be presented with a unique and complex Customer Service scenario, and also be shown 4 to 5 different responses to choose from. All you need to do is choose what you feel is the best option to solve the customer issue. When answering these questions ensure you have read the scenario and taken on board any company policies that you need to consider when choosing the best response.

RANK EACH ANSWER OPTION

In this variation of the Customer Service Assessment SJT, you will again be faced with a complex customer service scenario, but instead of choosing the most appropriate answer you will be required to rank each answer choice to a scale. The scales will comprise of choices such as Very Effective, Effective, Ineffective or Counterproductive. The scale will have a key which help you to understand what each ranking represents.

customer service assessments

Example Customer Service Assessment Situational Judgement Tests

SITUATIONAL JUDGEMENT TEST - CHOOSE THE BEST ANSWER - SAMPLE QUESTION

Scenario: You work in a mobile network provider’s complaints team. A customer is angry about unexpected roaming charges from a recent holiday. They insist they disabled roaming and shouldn’t be billed.

A. Say you’ll escalate their case and get back to them in a few days, without checking yourself.

B. Explain the charges were valid and they should have read the small print.

C. Offer to remove some of the charge as a goodwill gesture and explain the likely cause.

D. Tell them all charges are automated and there’s nothing you can do.

Correct Answer: C

Explanation: Although the charges may technically be valid, offering a goodwill adjustment shows empathy and protects long-term customer loyalty while providing an explanation for transparency.

You support a healthcare appointment booking system. A patient missed a specialist referral because their original GP appointment was rescheduled without them being notified. System records show a text was sent, but the number hadn’t been verified. The patient is extremely distressed, saying their condition has worsened and that someone should be held accountable. They are now demanding priority access to a specialist.

What do you do

A. Apologise, explain what happened, and help them rebook with the next available specialist

B. Reassure them you’ll raise an urgent referral request due to the missed appointment

C. Explain that since the contact info wasn’t confirmed, the text couldn’t be guaranteed

D. Offer to file a complaint on their behalf but say referrals still follow normal process

A. Effective – You are helpful and apologetic, but offer no escalation or urgency.

B. Very Effective – Balances empathy, action, and urgency to address both the medical and emotional impact.

C. Ineffective – Avoids responsibility and fails to engage with the seriousness of the concern.

D. Ineffective – Procedural, slow, and unresponsive to the patient’s distress.

Now INSTANTLY access the full Situational Judgement Test practice tests package for your Customer Service Assessment  and PASS your test today!

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CUSTOMER SERVICE ASSESSMENT TESTS – YOUR QUESTIONS ANSWERED

How Do I Prepare For Customer Service Assessments?

Given how many of the world’s biggest companies to work for use SJT’s assessments, for customer facing roles, it makes organised and concentrated preparation worthwhile.

You must do the following to guarantee that your preparation is correct and relevant:

  1. Get to know the test, how it’s structured, and what it’s requiring from you for before taking it.
  2. Make use of test practice materials that will allow you to effectively prepare for the assessment.

Are Customer Service Assessments Hard?

Customer Service Assessments can be difficult, but because they are adaptive, the difficulty of the questions will change as you progress. For a variety of reasons, it is critical to prepare for the test:

  1. Firstly, competition is tough. You’ll be competing against high-achieving candidates and you MUST standout. You can achieve that by getting the edge and researching the questions you’ll face and getting plenty of practice in beforehand.
  2. The questions are designed to be challenging. The test is used by many organisations such worldwide. Therefore, you can expect the standard required from job eligibility tests to be very high!
  3. Don’t be fooled by some some of the ‘simpler-looking questions”! Some of the questions may look deceptively basic, but working under time restrictions can cause even the most composed candidates to become stressed and make mistakes.

Can you Fail Customer Service Assessments

Instead, it is up to the individual employer to set the scoring criteria based on the competencies and traits it is seeking. However, for the SJT questions, there are  clear right and wrong options for each question!

How Do I Pass My Customer Service Assessment?

The most important piece of advice we can provide you is to use a practise resource that covers a wide range of question types to ensure that you are prepared for the same assessable topics and question types that your employer uses. If you want to cut down on the amount of time you spend on your aptitude test, download these 250 Customer Service Assessment SJT practice test questions and answers package from this page, which will help you with all of the strategies stated above as well as the assessable traits listed on this page.

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