{ "assessmentTests": { "customer_service_aptitude": { "name": "Customer Service Aptitude", "desc": "Whether you're built to read the frustration, stay steady through it, and leave the customer with a clear answer - in 20 short questions.", "_source": "JobCannon original, first-person Likert items (5-point agreement) measuring four support-readiness facets (Empathy, Composure, Resourcefulness, Clarity). No published customer-service-assessment items reproduced; written 2026-08-24 as the B2B hiring 'Customer Service Aptitude' read for the JobCannon hiring packages, closing a gap named against Criteria and Wonderlic. License: JobCannon proprietary.", "questions": [ { "question": "I notice when a customer is frustrated even before they say it directly.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I adjust my tone when I sense someone is anxious or upset, not just when they say so.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "Once I've confirmed the facts of an issue, how the customer feels about it doesn't change what I do next.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I find myself genuinely curious about why a problem is bothering someone, not just what the problem is.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I can tell the difference between someone who wants a fix and someone who just wants to be heard first.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "A customer raising their voice at me doesn't throw off how I handle the rest of the call.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I can stay polite and clear even when someone is being unreasonable.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "A string of difficult calls back-to-back leaves me rattled for the next one.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I don't take it personally when a customer's frustration is really about the product, not me.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "Under pressure - long queue, angry caller, ticking clock - I slow my pace down instead of rushing.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "When the standard fix doesn't work, I look for a workaround before escalating.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I enjoy piecing together what's actually wrong from a vague description of the problem.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "If a solution isn't written in the script or knowledge base, I'd rather escalate than improvise one.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I remember unusual fixes from past cases and reuse them when something similar comes up.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I ask enough questions upfront that I rarely have to backtrack partway through solving something.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I explain technical or policy details in plain language without the customer having to ask twice.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I check that someone actually understood my answer before moving on.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I'd rather send the full technical explanation than simplify it and risk leaving something out.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I structure a complicated answer instead of just listing everything I know.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] }, { "question": "I confirm next steps out loud so the customer knows exactly what happens after we hang up.", "options": [ { "icon": "👤", "label": "Strongly disagree", "desc": "Not at all how I work" }, { "icon": "👤", "label": "Disagree", "desc": "Mostly not me" }, { "icon": "👤", "label": "Neutral", "desc": "Depends on the day" }, { "icon": "👤", "label": "Agree", "desc": "Mostly me" }, { "icon": "👤", "label": "Strongly agree", "desc": "Exactly me" } ] } ], "dimensions": { "EMP": { "name": "Empathy", "desc": "Your ability to notice frustration before it's stated and adjust your tone and pace to what someone actually needs." }, "CMP": { "name": "Composure", "desc": "How a raised voice, a long queue or a string of hard calls affects your pace and tone - whether pressure rattles you or barely registers." }, "SLV": { "name": "Resourcefulness", "desc": "Whether you improvise a workaround when the standard fix doesn't apply, and how well you diagnose a vague or messy problem." }, "CLA": { "name": "Clarity", "desc": "Whether your explanations land the first time - plain language, checked understanding, and a clear next step." } }, "results": { "EMP": { "name": "The Listener", "desc": "Tuned in before a word of complaint is spoken. You read frustration and anxiety early and adjust your tone to match what someone actually needs - to be heard first, or to get straight to the fix. Customers feel understood with you, not just processed." }, "CMP": { "name": "The Anchor", "desc": "Unshaken by volume, pace or a rough queue. A raised voice or a string of hard calls doesn't bleed into the next one - you stay polite, clear and steady when things get difficult. You're the one a team leans on during a bad shift." }, "SLV": { "name": "The Fixer", "desc": "Resourceful under a vague problem. When the script runs out, you don't stop - you piece together what's actually wrong and find a workaround before anyone tells you to escalate. Odd cases are where you're most useful." }, "CLA": { "name": "The Guide", "desc": "Clear before anything else. You explain a fix in plain language, check it actually landed, and leave the customer knowing exactly what happens next - nobody has to call back to ask what you meant." } } } } }