What is the Dragnet Customer Service Skill Test?

The Dragnet Customer Service Skill Test is a specialized assessment designed by Dragnet Solutions Ltd, one of Nigeria’s foremost providers of recruitment and testing services. This test is tailored for roles that involve direct customer interaction, service delivery, and support functions across various industries.

Many organizations—especially banks, telecommunications firms, FMCGs, and outsourcing companies—use this test to screen applicants for customer-facing roles, including call center agents, customer service reps, front desk officers, and support staff.

What the Dragnet Customer Service Skill Test Assesses:

This test focuses on the essential soft and cognitive skills needed for success in service-driven roles. Key components include:

Numerical reasoning: Graphs, Charts and Tables

• Verbal reasoning: Comprehension passages with true/false/cannot say options
• Abstract reasoning
• Technical based questions (Function specific test):

Who Takes This Test?

• Call Center & Contact Center Applicants
• Customer Service & Support Officer Candidates
• Graduate Trainee & Entry-Level Frontline Roles
• Receptionists, Client Service Assistants, and CSR Interns

Companies often use this test during bulk recruitment, outsourcing screening, and talent selection processes for public and private sector roles.

Get the Edge with This Study Pack!

Preparing for a Dragnet Customer Service Skill Test? This comprehensive Past Questions & Answers Pack is all you need to practice smart and excel.

What’s Inside:

• Over 200 real Dragnet-style past questions and expertly verified answers
• Covers verbal reasoning, logical reasoning, empathy-based scenarios, and more
• Practice materials modeled after the actual test format
• Fully updated for 2024/2025 test cycles

• Sample Questions

• 1. Verbal & Communication Skills

  Choose the most appropriate sentence:

  a) The customers was unhappy with the service.
  b) The customer are requesting a refund.
  c) The customer has submitted a complaint.
  d) The customers is not satisfied.

  Correct Answer: c)
  Explanation: “The customer has submitted a complaint” is grammatically correct.

  2. Listening & Empathy Scenarios

  A customer says: “I’m very upset that no one has responded to my request for two days.”
  What is the best response?

  a) That’s not my department.
  b) We’re short-staffed. Please wait.
  c) I understand your frustration, and I sincerely apologize. Let me check on your request immediately.
  d) You’ll need to send the request again.

  Correct Answer: c)
  Explanation: Acknowledge the emotion, apologize, and take action.

  3. Problem-Solving & Logical Thinking

  A customer received the wrong item. What is your first step?

  a) Ask them to return the item before doing anything.
  b) Tell them to calm down and wait.
  c) Apologize and check the original order for verification.
  d) Offer a discount without verifying.

  Correct Answer: c)
  Explanation: Always verify details before taking action, while maintaining professionalism.

  4. Typing Speed & Attention to Detail

  Which of the following entries is correct for a customer’s email?

  a) [email protected]
  b) [email protected]
  c) [email protected]
  d) [email protected]

  Correct Answer: c)
  Explanation: Only option c) is properly formatted and spelled correctly.

  5. Customer Service Ethics & Etiquette

  Which of the following demonstrates professionalism?

  a) Ignoring a rude customer
  b) Raising your voice when misunderstood
  c) Staying calm and respectful even under pressure
  d) Ending the chat without resolution

  Correct Answer: c)
  Explanation: Remaining respectful and composed is key to professional conduct.

  6. Verbal & Communication Skills

  What is the best replacement for the word “mad” in a customer service email?

  a) Annoyed
  b) Furious
  c) Upset
  d) Displeased

  Correct Answer: d)
  Explanation: “Displeased” is formal and appropriate for written communication.

  7. Listening & Empathy Scenarios

  A customer says they were charged twice for one order. What should you do?

  a) Advise them to check again later
  b) Apologize and escalate the issue for resolution
  c) Tell them the system doesn’t make such errors
  d) Ask them to call back another day

  Correct Answer: b)
  Explanation: Acknowledge and act — escalate if needed to resolve billing concerns.

  8. Problem-Solving & Logical Thinking

  Which option completes the pattern?
  Complaint → Investigation → Resolution → ?

  a) Refund
  b) Feedback
  c) Escalation
  d) Termination

  Correct Answer: b)
  Explanation: Feedback usually follows resolution to confirm customer satisfaction.

  9. Typing Speed & Attention to Detail

  Which customer ID is likely entered correctly?

  a) #123-45#78
  b) 1234578
  c) 123 45 78
  d) 1234_578

  Correct Answer: b)
  Explanation: Option b) is free of symbols and spacing—ideal for most system fields.

  10. Customer Service Ethics & Etiquette

  What should you avoid in a difficult conversation with a customer?

  a) Listening without interruption
  b) Explaining policies clearly
  c) Using sarcasm or blame
  d) Offering support and alternatives

  Correct Answer: c)
  Explanation: Sarcasm and blame erode trust and are unprofessional in customer service.

Why Choose This Pack?

• Familiarize yourself with Dragnet’s test structure
• Improve accuracy, timing, and confidence
• Learn how to respond effectively to tough service scenarios
• Ideal for online and in-person assessments

Suitable For:

• Customer Support Representatives
• Front Desk & Helpdesk Officers
• Graduate Trainee Candidates (Customer Service Track)
• Anyone seeking customer-facing roles tested via Dragnet

Don’t leave your success to chance. Purchase the Dragnet Customer Service Skill Test Past Questions Pack today and start preparing with confidence!