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Customer Centricity & Service Recovery Test
Customer centricity is more than providing support—it’s about understanding customer needs, responding with empathy, and turning problems into loyalty-building moments. The Customer Centricity & Service Recovery Test evaluates how effectively a candidate handles difficult customer situations, balances policy with judgment, and restores trust after service failures.
Duration (Customizable)
11 min
Skills Covered
4
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About the Customer Centricity & Service Recovery Test
You will be evaluated across four core areas:
Empathy & Communication
Listen actively, understand the customer’s emotional context, and communicate with clarity, respect, and reassurance—even during tense situations.The Service Recovery Process
Acknowledge the issue, apologize meaningfully, diagnose what went wrong, and take appropriate corrective steps to resolve the situation efficiently.Balancing Policy & Customer Needs
Apply rules fairly while using judgment to adapt when appropriate. Protect the organization without compromising the customer experience.Metrics & Continuous Improvement
Track feedback, identify patterns behind recurring issues, and contribute ideas that improve systems, reduce future complaints, and enhance service quality.
This test measures real-world customer handling—how candidates maintain trust, demonstrate ownership, and turn negative experiences into positive outcomes.
Covered Skills
Empathy & Communication
The Service Recovery Process
Balancing Policy & Customer Needs
Metrics & Continuous Improvement
Test Details
Type
Situational Judgement
Languages
English
Duration
11 minutes
Difficulty
Intermediate
Recommended Job Roles to Use the Customer Centricity & Service Recovery
Ideal for roles that handle customer interaction, escalations, operations, or service delivery. Strong customer centricity enhances loyalty, reduces churn, and strengthens long-term brand reputation.
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Enhance your recruitment process with the most comprehensive Customer Centricity & Service Recovery and gain access to detailed and advanced reports. Utilize the Test to efficiently hire the perfect candidates 20x faster. Simplify your hiring process with our accessible solutions!
Transform Your Hiring Process with Customer Centricity & Service Recovery Test
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Advanced Proctoring Features
Comprehensive AI-powered monitoring and security features to maintain test integrity
AI-based Face Detection
Advanced AI detects and verifies candidate's face throughout the test, flagging multiple faces or absence to prevent impersonation.
Dual Screen Detection
Monitors and alerts when candidates use multiple screens or external monitors, marking violations for review.
Code Paste Detection
Tracks when candidates paste pre-written code instead of typing their own and flags the behavior for review.
Screen Recording
Captures screen activity and screenshots at intervals, allowing proctors to review unauthorized software use or suspicious behavior.
Webcam Monitoring
Takes camera shots at intervals to ensure continuous monitoring of identity and environment, preventing external help.
Tab Proctoring
Detects and flags when candidates switch between tabs or browsers to prevent searching for answers online.
Flag Suspicious Candidates
Automatically identifies candidates exhibiting unusual behavior like extended absences, dual monitors, or copy-paste attempts.
Copy-Paste Disabling
Disables copy-paste function during assessments to ensure originality and fairness in candidate responses.
Absentee Monitoring
Tracks assessment attempts and duration to help identify delays, missed attempts, and monitor participation.
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