CUSTOMER SERVICE HIRING EXERCISE AND REVIEWER SCORECARD
Original AssessEngine recruiter resource | 4 November 2026
Fictional planning example, not a validated test or recommended hiring cutoff.
Use only fictional records. Adapt the work, timing and scoring to the role.

EMPLOYER SETUP
Role / seniority / service channel:
Required work evidence:
Task version / timing / access arrangements:
Permitted tools (including spellcheck or AI assistance):
Reviewers / escalation and incomplete-attempt process:

SHARED FICTIONAL BRIEF
The company provides an online booking service. You are a first-line support
adviser. You can acknowledge issues, follow approved access guidance and escalate
incidents. You cannot change permissions or promise a feature release.

POLICY
- Multiple users unable to access the service take priority. Escalate to the
  incident owner, acknowledge the customer and promise an update within 30 minutes.
  Do not promise a resolution time or invent a cause.
- For an isolated login issue, use the approved self-service reset route.
  Never request a password or one-time code.
- Put feature requests in the normal feedback queue. No release date is approved.

REQUESTS
A: Customer reports that all 14 team users cannot sign in. Cause unknown.
B: One user cannot sign in. Impact on other colleagues not yet checked.
C: Customer asks when a new calendar-view option will be released.

APPLICANT TASKS
1. Order A, B and C, explain your reasons and name the first action for each.
2. Write a reply to A (approximately 80-120 words; clear and accurate matters).
3. Write an internal handover for A: impact, known facts, unknowns, escalation
   requirement and the promised update. Do not claim ownership is accepted yet.

ILLUSTRATIVE REVIEWER GUIDE
- A first: acknowledge and escalate multi-user access issue; update within 30 min.
- B next: check wider impact; follow approved reset route when appropriate.
- C normal feedback: no invented delivery commitment.
- Reassess if new facts show B is part of a wider incident.
- Do not invent an outage affecting all customers, a cause or a fix time.

SCORE EACH AREA 1-4; USE 2/3 FOR INTERMEDIATE EVIDENCE
Priority/escalation: 1 ignores relevant urgency; 4 applies rules and can reassess.
Factual/policy accuracy: 1 invents facts or requests credentials; 4 uses supplied
  facts, states unknowns and respects authority.
Customer communication: 1 leaves next step unclear; 4 acknowledges impact,
  explains next action and gives the promised update interval.
Handover: 1 omits essential context; 4 records impact, unknowns, escalation
  requirement and follow-up commitment.
Record missing/incomplete separately; do not present this scale as validated.

REVIEW RECORD
Response reference (fictional in pilots):
Priority __/4 | Accuracy __/4 | Communication __/4 | Handover __/4 | Total __/16
Evidence behind each score:
Outstanding questions / incomplete elements:
Independent reviewer comparison and agreed changes:
Structured interview follow-up:
Hiring-team decision and reason (completed under your own selection process):

Guide: https://www.assessengine.com/blog/customer-service-assessment-test-for-hiring/