Question on Customer Service assessments.

[Papa Mango]

Good afternoon all,

I have taken part in four assessments with two different rail companies within the past eight months, all have a situational test which I seem to keep failing, despite doing research both online and talking to staff already in the role I apply for.

What exactly are they looking for in these tests?

My background is medical, thus I thought I'd be qualified for a customer service role, but, evidently not.

I understand the differences between NHS and rail company policy, however, these assessments seem to assume that the applicant is unable to learn and adapt during training.

I apologise for this post being in the form of a miniature rant, the "wound is fresh" after recieving the "you have to wait six months" email again, and the next failure will result in permanently being unable to apply.
I feel like I'm just running into a brick wall with them and it's very frustrating.

Any advice is appreciated.
Thanks.

 

[throwaway1989]

What does the test entail? I had to do the Station Ticket and Verbal Test (STVT), the Train Dispatch Concentration Test (TDCT) & the PA Announcement test (PAAT) after a competency based interview. Nothing that mentioned situational though so might not be able to help!

 

[185]

Opinion amongst a lot of qualified staff who been in the job many years is that the SHL/CEB's Situational Judgement Test (not for driving roles) has questions with multiple right answers - you often have to choose the 'right' right one, which is just nonsense. Going through the questions and seeing the right answers we came to the conclusion that passing the SJT is pretty much down to pot luck.

The SHL/CEB Situational Judgement Test (for driving roles) is a little more definitive with less ambiguity.... however there are still a couple of multiple right answers in that one.

The next stage aka the OPC tests (ie the proper tests, eg Ticket Selling Tests, Train Dispatch Tests, Scaat / Psychometric tests) are different - very clear cut right answers with none of the silliness in the first part.

Quite why any company would use these SHL tests is beyond me. Yes - they whittle applicant numbers down making it easier for those in recruitment to sift applications, however this gives candidates a terrible opinion of the employer with a quite unfair assessment process.

 

[Iamanoob]

Had to take 2 tests recently at Scotrail Glasgow, 1 maths based one which was so much easier than the online test and the other was a Situational Judgement Exercise which i genuinely thought was absolutely pointless as there was no wrong answer. Each question had 4 possible answers and you had to rank them on which order you would do them in (1 to 4) and if I remember correctly withthe exception of 1 set of answers to a question, all answers could have been a 1 (most likely to do).
I did pass and i'm waiting for an interview date but these Exercises with no real answers are a waste of time in my opinion.

 

[ComUtoR]

as there was no wrong answer.

If there is no wrong answer; why do people fail ?

 

[43066]

My background is medical, thus I thought I'd be qualified for a customer service role, but, evidently not.

Not necessarily. Whatever your background, everyone will have to pass the same tests.

I understand the differences between NHS and rail company policy, however, these assessments seem to assume that the applicant is unable to learn and adapt during training.

They know people can learn an adapt during training, but these tests are looking to assess your baseline aptitude without any training.

the other was a Situational Judgement Exercise which i genuinely thought was absolutely pointless as there was no wrong answer.

Isn’t that exactly the point of the test, though? It’s testing your judgement, by seeing how you choose between several possible responses to a scenario.

I did pass and i'm waiting for an interview date but these Exercises with no real answers are a waste of time in my opinion.

Well then clearly you exercised good judgment!

 

[DMckduck]

SJT usually combines a bit of everything in the answers, try and answer each one with a hierarchy, if you’re applying for anything on the railway personal safety is always first, followed by safety of others then customer service and revenue. Keep an eye out for questions on minimum rest periods and alcohol too, I find those ones are critical to progressing the application

 

[MiNi]

Papa mango,I have taken 20+ sjt tests over the last 3 years and only passed 4 or 5. I do believe that some of it is luck some of it is where you live in your application. SAFETY is the priority in most questions,excellent customer service also a main factor. Good luck

 

[Scotrail84]

Had to take 2 tests recently at Scotrail Glasgow, 1 maths based one which was so much easier than the online test and the other was a Situational Judgement Exercise which i genuinely thought was absolutely pointless as there was no wrong answer. Each question had 4 possible answers and you had to rank them on which order you would do them in (1 to 4) and if I remember correctly withthe exception of 1 set of answers to a question, all answers could have been a 1 (most likely to do).
I did pass and i'm waiting for an interview date but these Exercises with no real answers are a waste of time in my opinion.

You didn't have to sit a verbal test per chance did you? Trying to find out what that entails.

 

[Papa Mango]

What does the test entail? I had to do the Station Ticket and Verbal Test (STVT), the Train Dispatch Concentration Test (TDCT) & the PA Announcement test (PAAT) after a competency based interview. Nothing that mentioned situational though so might not be able to help!

It asked various questions along the lines of "Your shift has ended, but you see your colleagues are struggling with several angry customers due to several train cancellations, what do you do?" Then gives you four options.
With Scotrail, you had to number them 1 - 4, 1 being most appropriate, and 4 being least, where with Transpennine, you just have to choose the most and least appropriate responses.

Opinion amongst a lot of qualified staff who been in the job many years is that the SHL/CEB's Situational Judgement Test (not for driving roles) has questions with multiple right answers - you often have to choose the 'right' right one, which is just nonsense.

Exactly this, especially when some of the questions are very vague as well, I understand they want competent applicants, but unless you're choosing combative and dangerous answers, I really don't see the issue, isn't the point of training to get candidates up to the standard they want?

I apologise for my tone, I'm just very frustrated haha.

Had to take 2 tests recently at Scotrail Glasgow, 1 maths based one which was so much easier than the online test and the other was a Situational Judgement Exercise which i genuinely thought was absolutely pointless as there was no wrong answer. Each question had 4 possible answers and you had to rank them on which order you would do them in (1 to 4) and if I remember correctly withthe exception of 1 set of answers to a question, all answers could have been a 1 (most likely to do).
I did pass and i'm waiting for an interview date but these Exercises with no real answers are a waste of time in my opinion.

We may have been in the same group, I recently went for the numeracy and situational test with Scotrail.
As I said above, I understand that they want competent staff, but unless you're choosing particularly dangerous or combative answers, I don't see why training can't get candidates up to the standard they want.
I think it's just a method to "thin the herd" to be honest.

Keep an eye out for questions on minimum rest periods and alcohol too, I find those ones are critical to progressing the application

That's actually quite relevant, I got a question regarding rest periods and breaks.
In a situation where your colleagues are dealing with several angry customers, but you are due to go on break, would the priority be to assist my colleagues, or go on my break?

Papa mango,I have taken 20+ sjt tests over the last 3 years and only passed 4 or 5. I do believe that some of it is luck some of it is where you live in your application. SAFETY is the priority in most questions,excellent customer service also a main factor. Good luck

Thank you MiNi, I appreciate that, are you currently working within a rail company?

I apologise for my tone in this post, it's just very frustrating to put together so much preparation just to be derailed at a pretty subjective assessment. (Pardon the pun)
Thank you for everyone's input!

 

[Scotrail84]

It asked various questions along the lines of "Your shift has ended, but you see your colleagues are struggling with several angry customers due to several train cancellations, what do you do?" Then gives you four options.
With Scotrail, you had to number them 1 - 4, 1 being most appropriate, and 4 being least, where with Transpennine, you just have to choose the most and least appropriate responses.



Exactly this, especially when some of the questions are very vague as well, I understand they want competent applicants, but unless you're choosing combative and dangerous answers, I really don't see the issue, isn't the point of training to get candidates up to the standard they want?

I apologise for my tone, I'm just very frustrated haha.


We may have been in the same group, I recently went for the numeracy and situational test with Scotrail.
As I said above, I understand that they want competent staff, but unless you're choosing particularly dangerous or combative answers, I don't see why training can't get candidates up to the standard they want.
I think it's just a method to "thin the herd" to be honest.


That's actually quite relevant, I got a question regarding rest periods and breaks.
In a situation where your colleagues are dealing with several angry customers, but you are due to go on break, would the priority be to assist my colleagues, or go on my break?


Thank you MiNi, I appreciate that, are you currently working within a rail company?

I apologise for my tone in this post, it's just very frustrating to put together so much preparation just to be derailed at a pretty subjective assessment. (Pardon the pun)
Thank you for everyone's input!

What did you choose? If you're safety critical it's vital you have the required breaks at the right time so I'd have chosen that, if not safety critical then you'd obviously help your colleagues

 

[MiNi]

No still trying now. Had a couple of assessment days and 1 interview but age is not on my side now,I do now wish I started applying when I was younger. Hindsight and everything!!!

 

[Papa Mango]

What did you choose? If you're safety critical it's vital you have the required breaks at the right time so I'd have chosen that, if not safety critical then you'd obviously help your colleagues

This role was for conductor.

The option I chose as most appropriate was something along the lines of "Report to the manager to see how best I can help."

My logic was that by reporting to an individual of higher authority or understanding of the situation, they will be able to make a better judgement than one based on my own assumptions of the situation.

Maybe I got that one right or maybe I'm reading into it too much, we get no feedback.

 

[MiNi]

This role was for conductor.

The option I chose as most appropriate was something along the lines of "Report to the manager to see how best I can help."

My logic was that by reporting to an individual of higher authority or understanding of the situation, they will be able to make a better judgement than one based on my own assumptions of the situation.

Maybe I got that one right or maybe I'm reading into it too much, we get no feedback.

not getting any feedback as to if you passed or where you went wrong is frustrating

 

[Papa Mango]

No still trying now. Had a couple of assessment days and 1 interview but age is not on my side now,I do now wish I started applying when I was younger. Hindsight and everything!!!

I know what you mean, I too wish that I'd taken the step to apply earlier, but hey, what will be will be.
I sincerely hope that you get the next role you apply for!

 

[Scotrail84]

This role was for conductor.

The option I chose as most appropriate was something along the lines of "Report to the manager to see how best I can help."

My logic was that by reporting to an individual of higher authority or understanding of the situation, they will be able to make a better judgement than one based on my own assumptions of the situation.

Maybe I got that one right or maybe I'm reading into it too much, we get no feedback.

Did you manage to get through the tests ok or were you unlucky on the day?

 

[Papa Mango]

Did you manage to get through the tests ok or were you unlucky on the day?

I assume I must have just been unlucky, the following day was when I got the "Unfortunately" email along with the being unable to apply for six months part.

 

[Scotrail84]

I assume I must have just been unlucky, the following day was when I got the "Unfortunately" email along with the being unable to apply for six months part.

Hard lines mate, hopefully next time you get on a bit better. It does seem that some of the tests and questions are not exactly relevant to the role.

 

[MiNi]

I know what you mean, I too wish that I'd taken the step to apply earlier, but hey, what will be will be.
I sincerely hope that you get the next role you apply for!

I've only got to wait until April 5th to reapply for my hometown dream job. Fingers crossed

 

[Iamanoob]

It asked various questions along the lines of "Your shift has ended, but you see your colleagues are struggling with several angry customers due to several train cancellations, what do you do?" Then gives you four options.
With Scotrail, you had to number them 1 - 4, 1 being most appropriate, and 4 being least, where with Transpennine, you just have to choose the most and least appropriate responses.



Exactly this, especially when some of the questions are very vague as well, I understand they want competent applicants, but unless you're choosing combative and dangerous answers, I really don't see the issue, isn't the point of training to get candidates up to the standard they want?

I apologise for my tone, I'm just very frustrated haha.


We may have been in the same group, I recently went for the numeracy and situational test with Scotrail.
As I said above, I understand that they want competent staff, but unless you're choosing particularly dangerous or combative answers, I don't see why training can't get candidates up to the standard they want.
I think it's just a method to "thin the herd" to be honest.


That's actually quite relevant, I got a question regarding rest periods and breaks.
In a situation where your colleagues are dealing with several angry customers, but you are due to go on break, would the priority be to assist my colleagues, or go on my break?


Thank you MiNi, I appreciate that, are you currently working within a rail company?

I apologise for my tone in this post, it's just very frustrating to put together so much preparation just to be derailed at a pretty subjective assessment. (Pardon the pun)
Thank you for everyone's input!

Didn't get questions on angry customers/rest breaks this time, but may have had them on the online test previously (kinda rings a ell) but as I stated above, the maths test at Glasgow was easier there than the online test but the judgement test was easier online than the Glasgow test as only had to pick the most obvious choice rather than rank them in order.

 

[yellowkitchenl]

Oh my this test is so annoying! I've sat next to someone applying and I've also tried myself. Flopped! Like you, thought to report to manager etc as that would be the wise thing to do in chaos right? The manager will have access to all the staff to get the situation in control.
I guess the common sense answers are not what's required but if you aren't part of the rail industry how are we supposed to know such detail?

 

[Scotrail84]

Oh my this test is so annoying! I've sat next to someone applying and I've also tried myself. Flopped! Like you, thought to report to manager etc as that would be the wise thing to do in chaos right? The manager will have access to all the staff to get the situation in control.
I guess the common sense answers are not what's required but if you aren't part of the rail industry how are we supposed to know such detail?

So what is the right answer then? Go on your break as it is a requirement by law?

 

[MiNi]

I assume I must have just been unlucky, the following day was when I got the "Unfortunately" email along with the being unable to apply for six months part.

had plenty of those emails unfortunately

 

[Iamanoob]

I assume I must have just been unlucky, the following day was when I got the "Unfortunately" email along with the being unable to apply for six months part.

Regarding the 6 month part between applying, I had a job interview in November, then had the thanks but no thanks, 6 months blah blah blah, however I tried again with another job and it was "you cannot apply until February xx" which was only 3 months from interview to apply for new jobs. From the interview to the assessment centre was 4 months and now just waiting on an interview date.
When Abellio was running the trains, I had more interactions when unsuccesful at another job, again no feedback, but they did say I could apply for other jobs within the 6 months but not the job I didn't get.

 

[MiNi]

Regarding the 6 month part between applying, I had a job interview in November, then had the thanks but no thanks, 6 months blah blah blah, however I tried again with another job and it was "you cannot apply until February xx" which was only 3 months from interview to apply for new jobs. From the interview to the assessment centre was 4 months and now just waiting on an interview date.
When Abellio was running the trains, I had more interactions when unsuccesful at another job, again no feedback, but they did say I could apply for other jobs within the 6 months but not the job I didn't get.

I believe that the 6 month rule is that you cannot apply for the same position. But you can apply for a different role at the same toc.

 

[Iamanoob]

I believe that the 6 month rule is that you cannot apply for the same position. But you can apply for a different role at the same toc.

Station Gateline twice within 4 months, different stations, both Scotrail.

 

[Msq71423]

From my understanding of these multiple choice situational judgement tests, where multiple answers can be correct, the different answers will attract a different number of points - with some answer options being a 'better' correct answer than others. When the test is complete the TOC will look at the scores across different candidates, and a certain number of the highest scoring candidates (provided the score meets a certain threshold) will pass through to the next recruitment stage. No-one ever finds out the scoring method for each question, and the minimum score to pass can vary between TOCs for identical tests (some TOCs having lower pass thresholds than others) but is never disclosed. This can explain how many candidates believe they gave all correct answers but still fail the test. Ultimately some answers are more 'correct' than others.

The above is how it was described to me by a senior manager.

 

[LCC106]

Ah! I thought it was like a personality questionnaire where the software produces a report about your natural tendencies. These can’t be fudged easily and therefore when several questions are asking the same thing but someone answers inconsistently it will flag it up. That would have explained barriers to passing the questionnaire potentially. Have I got it wrong?