Southeastern's Aptitude Tests (Customer Service Roles)

[GatwickDepress]

Has anybody else felt frustrated upon failing the multiple-choice scenario questions that Southeastern use to test potential customer service applicants?

In particular, the cryptic "You have not passed" message with no further information on why and the ensuing six month ban from applying for other customer service jobs have rather irritated me.

At the very least I feel that I should be able to defend the answers that I chose, or be given the information in order to know what I need to improve on. I also don't feel that multiple-choice answers best suit scenario-based questions considering the enormous amount of variables in any situation, but it's not my station to comment upon those.

Anyway, turning it more productive, does anybody have any advice or comments for any future customer service positions? Like, for example, don't rant about a potential future employer's application procedures on a publicly accessible forum?

Um, thank you for reading. I can assure you I'm not as emotional as my post could indicate - just tired!

 

[allonby]

I had a similar experience with on line assessments all be it for a completely different role in a different industry. I searched the net and found some practice assessments published by some uni's and searched for job vacancies using on line tests. The practice paid off I passed the next time. Although I applied for unusual jobs to get access to the on line tests. Good luck next time

 

[watchman87]

Im surprised about the hoo-haa these assessments are causing. Ok, im new to applying to the rail industry and I didnt realise the competition was so high, but I was expecting there to be some sort of online assessment from the off.

Ive applied to a number of jobs in various strands of the emergency services however. The volume of people trying to get in is almost absurd. I've come across all manner pyschometric tests. On top of that there's often a ceiling number of applications allowed, a time window in which to apply, or even jobs asking for nebulous entry criteria like having done voluntary work. Things that the relevance to the job is known only to the employers. Yet these are the hoops we have to jump through. And if even government agencies are using these eyebrow-raising techniques, then how can we expect a private, unaccountable profit making firm not to?

 

[DunfordBridge]

If you think the Customer Services questionnaire was tricky, you should have seen the Verify Checking online test that was used by Transpennine Express for their driver recruitment campaign earlier in the year.

Basically, you had five or so seconds to compare a sequence of random numbers or letters to some similar sequences in multiple choice answers.

 

[watchman87]

There was an article on the local BBC news this morning about Southeasterns performance in another customer service survey. As has been the trend of previous surveys, it isnt good news.

http://www.kentonline.co.uk/kent/news/southeastern-passenger-focus-survey-21941/

Looking at the comments, it seems customer service is a big gripe for many.

On their website, they're now even recruiting for Recruitment staff! this is as well as a group of driver and operational staff roles.

Could it be SE are looking to make a grassroots overhaul of their frontline staff?

 

[AngelEyez88]

I've passed the online assessment and am not going into Southeastern for another assessment. Can anyone tell me if this is am all day thing or what sort of thing happens? It's a customer service role so want to be prepared. Thanks

 

[SPADTrap]

If you think the Customer Services questionnaire was tricky, you should have seen the Verify Checking online test that was used by Transpennine Express for their driver recruitment campaign earlier in the year.

Basically, you had five or so seconds to compare a sequence of random numbers or letters to some similar sequences in multiple choice answers.

Any FirstGroup TOC! It is an awfully stressful test that one!

 

[red2005]

This is certainly a repetitive topic isn't it lol!

unfortunately it just simply isn't possible to put every person who applies into a position where they can explain their reasons for their answers on this assessment due to the sheer numbers that apply! even if that was possible you probably still wouldn't of got through as you have still chosen options that are different to what they are looking for unfortunately.

there is a great chance with another company you'd of given perfectly acceptable answers as they all have different ideas on what good customer service is so I wouldn't lose heart or take it personally mate just keep trying and if there is no time limit on the assessment next time make sure you think long and hard about what answers you give!.....think about what you would do and then think about what the company would like to see happen in that scenario

good luck mate!

 

[AngelEyez88]

This is certainly a repetitive topic isn't it lol!

unfortunately it just simply isn't possible to put every person who applies into a position where they can explain their reasons for their answers on this assessment due to the sheer numbers that apply! even if that was possible you probably still wouldn't of got through as you have still chosen options that are different to what they are looking for unfortunately.

there is a great chance with another company you'd of given perfectly acceptable answers as they all have different ideas on what good customer service is so I wouldn't lose heart or take it personally mate just keep trying and if there is no time limit on the assessment next time make sure you think long and hard about what answers you give!.....think about what you would do and then think about what the company would like to see happen in that scenario

good luck mate!

I meant to say I'm NOW going for the assessment day there... I passed the online assessment lol. I wanted to know if it's an all day thing, and what to expect from it lol. Sorry, my phone doesn't always do what I want it to do I'd really appreciate some advice if you know because I'm going there tomorrow morning. Thanks

 

[red2005]

I meant to say I'm NOW going for the assessment day there... I passed the online assessment lol. I wanted to know if it's an all day thing, and what to expect from it lol. Sorry, my phone doesn't always do what I want it to do I'd really appreciate some advice if you know because I'm going there tomorrow morning. Thanks

ha ha ha I was actually replying to Gatwick express mate lol!! sorry for the confusion!

ooh to be honest mate I am not really sure as I have only done the conductor assessments in relation to customer service assessments and that was ages ago and every company is different so I don't know how much help I would be lol.

It really does depend on what type of assessments they do! if they do role plays with actors pretending to be customers I would say just be as open and as flexible towards the customer as possible and do what you can to help them and if they want things done that are not possible explain why it isn't possible but also explain the other ways that you can help! try and maintain a nice non aggressive distance between yourself and the actor and try and maintain eye contact where possible........but I honestly don't know what they are expecting from you mate sorry.

if they do group exercises with other candidates show that you can take the lead but also show that you are open to suggestions from others and try to show that you are someone that isn't afraid to admit that someone else has come up with a better idea!

hope that is of some help mate....good luck!

 

[AngelEyez88]

I'm really nervous but really excited... Just hoping for the best and trying not to put too much pressure on myself. Have been looking for a career like this for ages. Will update this thread afterwards and let people know what happens. Thanks again