How to assess customer service manager skills

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Do you want to hire the right person for that customer service manager position?

We think you should! According to research, 81% of customers say a positive customer experience boosts their chances of making repeat purchases. Businesses benefit from hiring excellent customer service managers with the right skills and competencies.

When you hire a skilled customer service manager, you gain the assurance of delivering excellent customer service consistently. 

To help you hire the right person for the job, this article explores the skills, competencies, and qualities you should look for when assessing customer service managers.

By the end, you should better understand how to assess customer service manager skills and make sure you hire the right candidate for your team.

What is a customer service manager skills assessment?

A customer service manager skills assessment is a systematic and structured process to evaluate a candidate’s skills and competencies. It helps you identify the right fit for an open customer service manager position.

The assessment can cover topics such as problem-solving, communication, customer service experience, conflict resolution, resource management, leadership, and negotiation. These topics should be tailored to the job description of the customer service manager role you want to fill.

The assessment should also provide you with a comprehensive understanding of the candidate’s strengths and weaknesses, and their potential to handle the job. It can help you decide which candidates best fit the position and provide them with the necessary training for success.

Why are customer service manager skills important?

There are many reasons why assessing customer service manager skills is essential. These include:

Why are customer manager skills important graphic

Ensure quality customer service

Customer service manager skills are essential in ensuring customer service representatives have the skills and abilities to effectively handle customer inquiries and complaints. There’s statistical evidence that customer service is among the top factors influencing purchase decisions. 

Having skilled customer service managers can help ensure customers have a positive and satisfactory experience when engaging with customer service representatives.

Increase efficiency

Having skilled customer service managers also helps increase efficiency in operations. Customer service managers are responsible for training representatives, monitoring performance, and taking swift action if needed. They must also identify areas for improvement and develop strategies that can help drive customer satisfaction and improve customer service quality.

Boost employee morale

Having customer service managers with the necessary skills can help boost employee morale. Customer service managers are in charge of providing guidance and support to their team, so having the proper set of skills can make them better equipped to motivate employees and provide positive reinforcement for a job well done. This can foster an environment that encourages open communication and collaboration between managers and employees.

Save costs

Having customer service managers with the right skills can also help save costs. Skilled customer service managers can identify areas of inefficiency, provide solutions that improve overall performance, and reduce delays in solving customer issues. This helps businesses save money on resources and training while ensuring quality customer service.

Remember, 6 out of 10 customers say they’ll stop buying from a company after just one bad customer service experience. This is why it’s essential to ensure your customer service managers have the skills needed to provide top-notch customer service and help grow your business.

Enhance positive brand image

Customer service managers with the necessary skills can help enhance a company’s brand image. They are often viewed as the face of a company. They should be able to provide customers with an excellent experience that will keep them returning for more.

Skilled customer service managers also know how to handle difficult situations and build relationships with customers, which helps strengthen brand loyalty.

Which skills and traits are important for customer service managers?

Customer service managers should possess many skills and traits to succeed. These include:

Important skills and traits for customer service managers graphics

Communication skills

Ninety-seven percent of employees say communication influences their task efficacy and job satisfaction. Therefore, customer service managers must be able to foster an environment of open communication.

A good customer service manager should understand that communication is the engine that drives any successful customer service team. They should be able to effectively communicate expectations, provide feedback and direction to employees, and listen attentively to customers to understand their needs and respond accordingly.

Communication isn’t just about talking, either. It includes reading customers, interpreting body language and facial expressions, using an appropriate tone of voice, and displaying empathy.

Since customer service managers are in charge of other employees, they must be able to motivate and create a winning team structure. This means providing clear direction, delegating tasks appropriately, setting goals, and recognizing good performance. 


Customer service managers should have problem-solving skills. This entails being able to quickly identify potential issues and come up with solutions that are acceptable to all parties involved. They must think on their feet, weigh options, and make decisions promptly.

Problems can pop up in various areas, from customer complaints to employee disputes. A good customer service manager should be able to handle these issues effectively while keeping the team’s morale high and customers satisfied.

Since 94% of customers are encouraged by a positive customer experience to continue buying a brand, you can expect a significant boost in sales, revenue, and brand loyalty.

Organizational skills

Finally, a customer service manager must possess excellent organizational skills. This includes juggling multiple tasks efficiently and prioritizing them based on their time sensitivity.

Customer service managers must be able to manage the team’s workload, ensure that all customer complaints are addressed on time, and document their findings in an organized way. They should also be familiar with software tools that can help them track customer interactions for quality assurance purposes.

Leadership skills

Leading the team is a must for any customer service manager. They should be able to provide direction, delegate tasks effectively, and recognize good performance when it happens. They also need to understand how to manage conflicts between teams and employees.

Customer service managers must create an atmosphere of trust and respect within the team. They must foster collaboration and provide incentives that can motivate employees. They should also be able to recognize potential areas of improvement and develop solutions for them.

Critical thinking

A customer service manager should also have a sharp critical thinking ability in order to succeed. They must be able to analyze data, identify trends, and develop solutions for potential problems.

They also need to think strategically about how to improve processes and customer satisfaction levels. Good customer service managers will use their critical thinking skills to develop new ideas and initiatives to benefit the team and the company.

Performance management

Customer service managers should also have an understanding of performance management. They must be able to create and monitor their team’s goals and track individual employee performance.

They should be familiar with different motivation techniques and know how to implement them to ensure teams work efficiently and at peak performance levels, which ultimately leads to better customer satisfaction.


Customer service managers must be able to handle difficult conversations and conflicts diplomatically. This means maintaining a professional attitude while resolving issues and dealing with demanding customers.

Good customer service managers can navigate challenging conversations without losing their cool, even when faced with hostile customers or team members. They should also know different cultures and customs to avoid misunderstanding or unintentionally offending customers.


Patience is a trait that is essential in customer service managers. Customers can sometimes be demanding, and asking them to repeat requests or explain a policy multiple times may be necessary. Good customer service managers should have the patience to remain calm and polite throughout all interactions, no matter how frustrating they may become.

7 customer service manager skills and traits tests

TestGorilla provides a wide range of aptitude and personality tests specifically designed to assess the skills and traits of customer service managers. These include:

1. Customer Service test

This test evaluates a candidate’s proficiency in customer service.

The Customer Service test measures how well a candidate understands customer service processes, and their ability to respond quickly and provide effective solutions.

This test typically covers customer inquiries, problem-solving, and the ability to work with various customers. It also assesses a candidate’s communication skills, ability to adhere to customer service protocols and guidelines, and understanding of your company’s policies regarding customer service.

Top factors that influence customer purchasing decisions graphic

The customer service test covers various skills, including:

  • Shunning negative impressions and boosting customer satisfaction: This test evaluates a candidate’s ability to proactively resolve customer issues and find solutions tailored to the specific customers they are dealing with.

  • Creating positive customer relationships: The test looks at a candidate’s ability to build trust with customers and understand customer service protocols and guidelines.

  • Coming up with solutions accurately and efficiently: The Customer Service test also assesses a candidate’s ability to find accurate answers quickly. This includes their knowledge of the customer service process and their understanding of managing customer relationships.

  • Identifying customer needs: A good customer service manager must accurately identify customer needs, provide them with information regarding products or services, and effectively address their complaints.

2. Culture add test

This test examines how well a candidate fits in with your company culture.

The Culture add test is a pre-employment assessment that evaluates a candidate’s values and behaviors compared to the organization’s core values.

It helps you find candidates that share your company’s cultural values and the behaviors that matter most for your growing team. The test is tailored to reflect the specific culture of your company, and it measures leadership skills, customer service, interpersonal communication, and problem-solving abilities.

The methodology behind the Culture add test goes beyond the traditional culture fit assessment. It assesses the candidate’s potential to add value to the company culture rather than just checking for a perceived fit. By using this test, you can find candidates who align with the existing culture, but more importantly, you can find candidates who will positively contribute to growing the culture.

The Culture add test is vital in identifying managers who will seamlessly integrate into the company culture and contribute positively to the organization. It helps to avoid the cost and time of hiring and training a new manager, only to discover that they need to align with the company culture. With this test, you can ensure a better employee retention rate and foster an improved work environment.

The comprehensive assessment includes skills and culture add tests, saving you the time and cost of administering multiple tests. This test ensures you’re protected against potential law violations, as the examination is impartial and objective.

This test is an essential tool for evaluating customer service managers in any organization. The test measures a candidate’s:

  • Authentic cultural alignment: The test evaluates the candidate’s values and attitudes concerning the company’s core values.

  • Ability to positively contribute to growing the organization’s culture: The Culture add test evaluates a candidate’s potential to add value to the company culture and foster a better work environment.

  • Behavioral traits necessary for success: The test also evaluates the candidate’s behavioral characteristics, such as leadership skills, customer service orientation, interpersonal communication skills, and problem-solving abilities.

3. Reading Comprehension test

This test assesses a candidate’s reading comprehension skill.

This Reading Comprehension test evaluates a candidate’s ability to understand written materials. It measures their level of comprehension and the accuracy with which they process information from text.

The Reading Comprehension test measures a candidate’s ability to interpret, analyze, and evaluate written passages. It assesses their level of comprehension as well as their ability to recall information from the text.

This test is an integral part of any customer service manager’s assessment process, as it helps to ensure that candidates can accurately understand and interpret customer queries. 

By using this test, you can ensure managers are well-informed and can provide customers with the best service possible. This test is comprehensive and tailored to reflect your organization’s specific needs. It evaluates:

  • The ability to understand critical thoughts in a passage: The test measures the candidate’s ability to identify a text’s main ideas and relevant details.

  • The ability to make inferences based on a passage: Customer service managers must be able to make conclusions based on a given text. The test assesses their ability to draw accurate conclusions from the information in the passage.

4. Critical Thinking test

This test is best for determining how developed a candidate’s critical thinking skill is.

The Critical Thinking test evaluates a candidate’s ability to think logically, critically, and analytically. It measures their capacity to assess situations, make rational decisions, and develop creative solutions.

Critical thinking is essential for customer service managers as they must interpret customer complaints and queries accurately. Organizations can use this test to ensure that potential managers can make sound decisions and provide customers with the best service possible.

The Critical Thinking test assesses a candidate’s ability to analyze data, draw logical conclusions, and solve problems. It evaluates their capacity for rational thought, problem-solving skills, and the ability to think critically.

Through this test, you can determine whether a candidate has what it takes to hone the skills of your customer service team. It is an invaluable asset for any organization that values vital customer service and problem-solving capabilities.

The critical thinking test evaluates a candidate’s ability to:

  • Solve syllogisms: Candidates are asked to manipulate logical statements to derive a conclusion.

  • Analyze claims: This test assesses the ability of candidates to detect and evaluate fallacies in arguments.

  • Identify patterns: Candidates need to find logical associations between different elements, allowing them to recognize relationships between them.

  • Weigh evidence: The test measures the ability of candidates to assess the validity of claims, taking into account facts and opinions.

  • Interpret sequences and arrangements: Sequences and collections of items are presented in different forms, and candidates must be able to interpret them accordingly.

  • Draw conclusions: This test evaluates a candidate’s capacity to draw logical conclusions based on their analysis.

5. Problem Solving test

This test is excellent to evaluate problem-solving skills.

The Problem Solving test evaluates a candidate’s ability to identify problems, develop creative solutions, and implement them effectively.

This test helps you select the right candidate by measuring their skills in problem identification and resolution. It evaluates a candidate’s capacity to assess problems accurately, break them down into individual components, and develop practical solutions that address the root cause of each issue.

The Problem Solving test assesses a candidate’s ability to:

  • Identify issues and recognize patterns: Candidates must be able to identify underlying issues and remember recurring problems.

  • Analyze data: The assessment measures the ability of candidates to evaluate and interpret quantitative and qualitative data.

  • Create and adjust schedules: Candidates must develop efficient scheduling solutions that fit the organization’s needs.

  • Develop strategies and plans: The test evaluates a candidate’s ability to create and implement a plan for solving problems in an organized and effective manner.

  • Execute solutions: This assessment measures the capacity of candidates to analyze textual and numerical data, draw logical conclusions from it, and develop solutions that address the problem.

  • Interpret data and apply logic to make decisions: Through this test, a candidate’s ability to assess situations and make decisions based on logical reasoning is evaluated.

6. Attention to Detail (Visual)

Use this test to examine a candidate’s ability to pay attention to details.

The Attention to Detail (Visual) test evaluates the customer service manager’s ability to focus on small details to complete tasks more efficiently.

The test requires the customer service manager to view a complex presentation of information and identify any errors or inconsistencies. This can be done by closely examining figures, facts, visual components, and other relevant data.

This test covers the following:

  • Identifying patterns: This requires the customer service manager to identify any patterns or trends in the data that can be used to make better decisions.

  • Spotting errors: The candidate must be able to pick up on inaccuracies in the data or presentation that could lead to poor customer service. This helps to show the customer service manager’s attention to detail and ability to quickly pick up on noteworthy information.

  • Pinpointing image differences: This test requires the customer service manager to spot discrepancies between two images. This helps to determine their ability to recognize tiny details and inconsistencies that others may miss.

  • Differentiating design details: The candidate is presented with two designs and must identify their differences. This helps to demonstrate their eye for detail, which is essential for customer service.

7. Leadership & People Management test

This test is best for examining a candidate’s leadership skills.

The Leadership & People Management test evaluates the customer service manager’s ability to manage and lead teams effectively.

The test requires the customer service manager to demonstrate their understanding of people management processes, such as delegating tasks, managing conflict, and setting realistic employee expectations. This shows that the candidate has a good handle on how different individuals respond in various situations.

The test measures a candidate’s ability to:

  • Offer timely guidance and feedback: The test contains questions that require the customer service manager to provide timely guidance and feedback to employees. This helps show their ability to handle any issues quickly while providing helpful advice or direction.

  • Develop a positive work environment: The test examines how the candidate can create a positive work environment through effective communication and active listening. 

  • Strategize and support the growth of others: Customer service managers must be able to foster the development of their team. This test evaluates the candidate’s ability to think ahead and plan for potential scenarios while providing necessary support for employees.

  • Delegate tasks and authority: This test will assess the candidate’s capability to effectively delegate tasks and lead team members. It will also examine their ability to evaluate each individual’s skills and assign tasks accordingly.

Let’s help you find the best customer service manager

TestGorilla understands that hiring the best customer service manager is critical to your business success. That’s why we provide pre-screening tests to assess the necessary skills and qualities of a successful customer service manager. With TestGorilla, you can quickly find the perfect candidate for your company’s needs.

Our tests are designed to help you evaluate candidates quickly so that you can find the best fit for your team. They’re tailored to your industry and prepared for the most accurate results.

Don’t waste time on interviews that don’t yield results. Start assessing customer service manager skills today with TestGorilla. Get your free plan.

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