Assessment 477 for Customer Service Clerk jobs

While many people thrive on the challenges and opportunities that the Customer Service Clerk role offers, the job is not right for everyone.

During this experience, you’ll get a feel for the types of situations Customer Service Clerks encounter each day and complete a series of brief activities to see if a Processing Clerk job is right for you.

Getting Started

Before you get started on the assessment, keep in mind:

  • Set aside approximately 35 minutes
  • Complete in a distraction-free environment
  • Be open and honest

Section 1- Work Situations

During this experience, you’ll have an opportunity to play the part of a Customer Service Clerk and tell us how you would respond to a variety of situations. Note that the situations are fictitious, but represent the types of situations often encountered on the job.

Keep in Mind:

  • Once you select Next, you cannot go back
  • No time limit, but work quickly
  • Takes approximately 8 minutes
  • Number of situations: 10

1. A customer opted for the tracking feature when sending a package and paid the fee. Unfortunately, when she attempted to locate the package, she found no tracking information. She retained her receipt which lists the tracking confirmation number.
What would you most and least likely do?

Advise her that she can call customer service and they will assist more quickly than you would be able to and provide the number.

Explain that when this happens it is typically the result of the package not being scanned yet. The tracking number should appear the following day.

Explain that you understand her concern and you will research the matter.

Inform her the package may not have been scanned at the drop off location. Offer an apology and to investigate the matter which may take some time.

ML Explain that you understand her concern and you will research the matter.
Customer Service Clerks are expected to have empathy and good communication skills to aid in maintaining good relations with customers. This response shows that you have empathy by expressing that you understand. You also take ownership of the issue and attempt to resolve it. This is how the ideal Customer Service Clerk would respond.

LL Explain that when this happens it is typically the result of the package not being scanned yet. The tracking number should appear the following day.
Although this response may be accurate, it is not appropriate. It does not include assisting the customer in the moment. The response suggests that this issue occurs often and no help would be available to her until the following day. This is not the behavior of the ideal Customer Service Clerk.

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