The goal of the human resources dept. at arvato digital services is to find people who can LISTEN and think on their feet. Aside from probing you for computer skills including knowledge of Microsoft Office apps and typing skills, they will stage a fake call session with you. They asked me to make up whatever solution came to my head to meet the needs of the customer. My particular "fake call" involved me as an employee at The Gap. A customer called to complain that they ordered clothes and haven't received them when they were supposed to. I basically had to think on my feet and find a solution for them to keep them satisfied. In addition to a verbal interview, a written portion was included, where I was asked to form letters in response to different email complaints. In these letters, I had to include certain points of action that would be taken to address the shortcomings of the previous employee interactions. There was a computer-based portion that tested my typing skills by copying word for word a document presented to me on the screen. One of the hardest parts of the process was a computer-based portion where I had to listen to people leave voicemails with noisy backgrounds and determine exactly what they needed by answering from a multiple choice questionnaire. I had to go get drug tested, which is always an annoying process, only because who enjoys peeing in a cup? And the nurse I got was my age and really cute. So that's always awkward...