Usher in a new standard of government customer service.

customerserviceWorking in the public sector, you know how the system works better than any citizen could hope to. And the reasons people come to you are critical to their well-being – in some cases, it’s even a matter of life or death. Great government customer service could determine whether a family receives needed financial assistance to keep them fed and housed, whether someone receives timely assistance after a natural disaster, whether a person is able to attain their driver’s license to get to work, or if the playground equipment in their local park is repaired so it’s safe for their children to play.

Due to the critical importance of customer service in the public sector, you need staff on the front lines that can deploy services and provide information efficiently and effectively.

IPMA-HR’s Customer Service Test Series is designed for use across many different job classifications particular to public sector agencies including 311 Center representative, customer service representative, front desk positions, clerks, office assistants, etc.

There are three Customer Service Tests to choose from, each of which contain a different set of subtests, which are summarized below.

  • CSR (DE-CS-PS)
  • CSR (DE-CS)
  • CSR (CS-PS)

The subtests are as follows:

Data Entry (DE)

55-ITEM TEST

Candidates listen to a simulated call in which the customer/client provides their contact information. Candidates are then asked to complete an on-screen form with the contact information provided. This is a timed test that provides the average typist sufficient time to complete the form accurately.

Customer Service* (CS)

22-ITEM TEST

Candidates hear a series of 11 customer calls. Throughout the call series, they are asked multiple-choice questions regarding the best way to handle things that come up in the call. Candidates are assessed on their ability to listen, use good oral communication skills and interpersonal ability, and situational judgement (common sense) to respond in a courteous, helpful and clear manner.

Problem Solving* (PS)

30-ITEM TEST

Before the test begins, candidates are presented with reference materials designed to assist in providing accurate information to address the issues presented by the customer. They are provided with an initial review period to read the documents before the series of calls begins and have access to the reference materials throughout the test. After each call series has ended, the candidate is asked 2 or 3 problem-solving questions.

Ready to order?

Choose which Customer Service Test you would like to order. Each version of the Customer Service Tests has the following pricing: $97.00 setup fee + $10.00 per candidate test fee. 

CSR (DE-CS-PS)

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CSR (DE-CS)

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CSR (CS-PS)

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*No previous experience or training in customer service or with a public sector agency will be required to answer the questions on these tests.

Something to consider: Use IPMA-HR’s stock administrative support modules as part of your testing process – includes basic math, grammar, punctuation, proofing skills and many more!