Competency

Customer Service Verbal Test (CSVT)

Summary

TypeAbility Test
TrainingTest User Occupational Ability (TUO-A) formerly known as Level A
Competency
  • Verbal Ability
Job Role
  • Conductor
    SeriesCustomer Service
    Assessor TimeApprox. 25 minutes (Timed)

    Description

    The CSVT assesses the ability to understand and reason with customer service related verbal information.

    The test consists of 24 multiple-choice questions based on passages of text containing information similar to the type of information used in customer service roles, such as guidance for decisions and service standards.

    The CSVT is suitable for use with any customer service employee required to communicate via any medium with customers or team colleagues and those who must understand work procedures.

    Here is the type of passage of information you might see in the CSVT:

    Example: Ordering products

    When a customer requires a product in a particular size that is not available in store staff must log into the central server to see if any other branches have the product available in the size required and take their details: name and contact number. The staff member should then hold the product for them for up to 3 days with the customer's agreement. If the product is not available at any other branch then staff should apologise and directly contact the manufacturer via the online system to order their item to the store.

    1. What should staff do first if a customer product size is not available in store?

    1. Contact manufacturer.
    2. Take the customer details.
    3. Log into central server.
    4. Apologise to customer.

    Online Reports Available

    • CSVT Assessor Profile Chart
    • CSVT Assessor Scores Report
    • CSVT Manager Graded (A-E) Report

    Notes