Customer Service Skills Test practice
The Customer Service Skills Test previews customer service work in the Civil Service. Practice all three parts: reply to customers and their follow-ups, rate actions in service scenarios, then check customer records against a 10-minute clock.
All three parts: 6 customer conversations, 6 customer service scenarios to rate, then 10 minutes of timed checking.
Or start with a free drill18 customer conversations and 18 customer service scenarios · Every answer explained
The Customer Service Skills Test at a glance
- Format
- 3 parts
- Timing
- Parts 1–2 untimed, part 3 10 minutes
- Allow
- About an hour
- Used for
- Customer service roles at AA/AO and EO
Part 1: Customer conversations
Each scenario has some background and a message from a customer. Choose the one of three replies you would be most likely to give. The customer then follows up, and you choose from three further replies.
Part 2: Customer service scenarios
Six workplace scenarios in a customer service setting. Rate each of four actions as Counterproductive, Ineffective, Fairly Effective or Effective, each on its own.
Part 3: Checking (timed)
Ten minutes of short customer information such as address details, account numbers and dates. Either identify where two pieces of information differ, or input the requested information accurately.
Source: GOV.UK: Preparing for the Customer Service Skills Test. The official practice test shows the look and feel and is not scored.
The rating scale in part 2
| Rating | Official meaning |
|---|---|
| Counterproductive | An unacceptable action that would make the situation worse. |
| Ineffective | A poor action that would not help the situation. |
| Fairly effective | A useful action that would be of some help to the situation. |
| Effective | A good action that would help to resolve the situation. |
Free drills
Each drill has one free attempt and its own page. One Civil Service Judgement Test pass covers full practice tests and unlimited replays.
Customer conversations drill
Part 1 only: choose the best reply to three customers, then the best reply to their follow-up.
Customer service scenarios drill
Part 2 only: rate every action in three customer service scenarios from Counterproductive to Effective.
Checking drill
Part 3 only: compare customer records and copy details accurately against a 10-minute clock.
Full practice test
How to prepare
- The best reply acknowledges how the customer feels in a sentence, then gives accurate information and a clear next step.
- Never promise an outcome you cannot guarantee or share information the customer is not entitled to, even to calm someone down.
- When the customer follows up, deal with the new point; repeating your first answer rarely helps.
- In part 3, accuracy matters as much as speed. Check every character of references and postcodes.
Common questions
What is the Customer Service Skills Test?
It is a Civil Service online test of the skills and abilities used in customer service roles. It assesses your ability to manage difficult customers, your judgement in customer service scenarios, and your attention to detail when working quickly and accurately.
Which roles use the Customer Service Skills Test?
It is used to recruit for customer service duties at Administrative Assistant, Administrative Officer and Executive Officer level. For example, HMRC Customer Service Advisor adverts and a Border Force Officer and Assistant Officer campaign have named it.
Is the Customer Service Skills Test timed?
Only the third part, which lasts 10 minutes. The first two parts are untimed, and the official guidance recommends allowing about an hour in total.
How does part 1 work?
You read a customer’s message and choose one of three replies. The customer then sends a follow-up and you choose from three further replies. In the real test the follow-up responds to your first choice; in our practice the follow-up is the same whichever reply you choose, so you can compare all three.
How is the practice scored?
Each customer reply that matches our key earns 1 point; part 2 ratings earn 2 points for the keyed rating and 1 for one step away; each checking item earns 1 point. The real test reports a percentile; our score is practice feedback, not an official result.
Can I try it for free?
Yes. The conversations, scenarios and checking drills each have one free attempt. The full three-part practice tests and unlimited replays are included in the Civil Service Judgement Test pass.
Other Civil Service tests
Your invitation names the tests for your job. The same pass covers all of these:
Independent practice, not affiliated with or endorsed by the UK Civil Service. All scenarios, documents and explanations are original; keys are our own editorial judgments, and practice scores are not official results.