Goodfit

Customer service test with spoken and written replies to upset customers

Candidates hear three recorded customer complaints and record a spoken reply to each. They write two email replies and answer eight judgment questions. Goodfit scores listening, problem-solving, empathy, calming the customer and adapting tone, with a reason for each answer.

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You should hear how a support agent sounds before they take a real call

Support candidates often interview well and then struggle with their first angry caller. The skills that matter are listening, owning the problem, staying calm and giving a clear next step. They show up when a person answers a real complaint. This test plays the complaint and records the reply, so you can hear it for yourself.

Thirteen questions, three formats, about 25 minutes

Customer calls

Candidates hear a complaint and record what they would say

Each call starts with a recorded customer, such as someone charged twice for one order. The candidate has three minutes to record a reply. Goodfit turns it into a transcript and scores it against your model answer.

  • Three recorded complaints, from mild to very upset
  • Three minutes to reply to each one
  • Every reply recorded and transcribed
  • Upload your own complaint clips if you like

Five skills

You get a score for five support skills, with quotes

Every answer counts toward one of five skills: listening, problem-solving, empathy, calming the customer and adapting tone. Each skill gets its own score. Spoken replies show a quote, so a manager can check the score in seconds.

  • Listening: did they repeat back the real problem?
  • Problem-solving: did they offer a fix that works?
  • Empathy: did they acknowledge the customer first?
  • Calming the customer: did the call cool down?
  • Adapting tone: did they match the customer's mood?

Email replies

Two email replies show how candidates write to customers

Chat and email agents also need to write clearly. Candidates reply to two complaint emails. The AI scores each reply against your model answer and explains what was good and what was missing.

  • Up to 2,000 characters per reply
  • Scored for a clear apology, a fix and a next step
  • A short reason with every score
  • Read the full reply in the report

Judgment

Eight judgment questions cover the choices agents make every hour

Two chats arrive at once. A customer asks for something outside the policy. A teammate gives the wrong answer. The candidate picks what to do first. Each option has a weight, so a reasonable choice still earns some points.

  • Eight questions, four options each
  • A weight from 0 to 100 on every option
  • A timer on each question
  • Edit any question to match your policies

Hiring steps

Use it as the first filter for high-volume support hiring

Send the test to everyone who passes your application form. People who reach the pass mark move on to an English test or an AI interview. Your recruiters spend their time only on people who handled the complaints well.

  • Invite up to 500 applicants at once, with reminders for anyone who has not started
  • Automations move people who pass to the next step
  • Add the CEFR English test for calls in English
  • Finish with an AI interview or a live roleplay

Free to start

Try Goodfit on your next open role

Create a free account, add a job and send the AI interview to real applicants. You get a scorecard for each one with the recording behind every score.

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25 min

typical time

13

questions in three formats

5

support skills scored

3

recorded customer calls

FAQ

Customer service test: common questions

Is the customer in the recording a live AI?
The complaint is a recorded clip, and the candidate records one reply. For a live back-and-forth conversation, add an AI roleplay or an AI interview as the next step.
Can we use our own customer complaints?
Yes. Upload an audio clip of a typical complaint, with personal details removed, and write the model answer you want.
Does accent affect the score?
Spoken replies are scored on the transcript, so the score depends on what the person says. Play the recording when how they sound matters, or add the CEFR English test.
Which roles is it for?
Contact center agents, customer support and success roles, front desk and patient-facing roles, and retail staff who handle complaints.

Related

View all tests

Use case

Customer support hiring

Test

Situational judgment test

Product

CEFR communication test

Send the customer service test to your next applicants

Candidates answer recorded customer calls out loud, and you hear how each one calms the caller.

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