How to Test Customer Service Skills
Whether for the sake of reviewing a business, acting as a consultant or assessing the processes in your own place of work, customer service is one of the most important aspects of a company's operation. Testing the quality of customer service a representative is providing requires assessing the most key aspects of problem-solving and human relations.
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Instructions
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Test the customer service representative's initial greeting and communication skills. Upon first contact with the representative, assess whether he greets you eagerly and politely. Determine if he asks how he can help you. If this contact is in person, he should smile. His tone of voice should be at least moderately bright and cheerful, and his speaking should be easy to understand.
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Assess the representative's ability to understand a situation. Present him with a complicated problem that involves a somewhat lengthy and convoluted explanation (about seven or eight sentences). Observe how many times he needs to ask you to repeat or clarify and whether he reacts negatively to being presented with a difficult task. If he has to ask for clarification, observe whether he asks good questions. Ultimately, judge how well he understands the issue.
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Observe whether the represenative can be patient in a difficult situation. Get frustrated with both him and the company he works for. Don't go so far as to shout, insult or use swear words (this is more than he should reasonably be expected to handle) . Instead, express your frustration calmly, but firmly. The best representative will apologize even if the problem is not her fault.
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Evaluate the representative's ability to solve problems and delegate. If he can't fix the problem, he should be able to help you get in touch with someone who can. Watch for any problems that may not be the fault of the representative and could indicate that the company itself is training their representatives inadequately.
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