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What do Situational Judgement Tests assess?
A Situational Judgement Test or SJT is a type of psychometric test that presents candidates with real-life work situations and then asks them to decide on the best response to that situation. The Customer Experience Advisor (Rail Industry) SJT is a situational judgement test that is specifically geared towards client-facing roles in the rail industry.
Typical roles that would use our Customer Experience Advisor (Rail Industry) SJT are:
1. Customer Experience Advisors working on Station Platforms
2. Customer Experience Advisors working Onboard Trains
Overview of the Situational Judgement Test (SJT)
Our Customer Experience Advisor (Rail Industry) SJT presents candidates with 12 distinct situations that client-facing staff in the rail industry may find familiar across a variety of Train Operator Companies (TOCs). For each situation, 4 possible responses are given, each presenting a feasible response someone in a role may take. Candidates are asked to review these responses and select 1 response they consider to be ‘most appropriate’ and another they think would be the ‘least appropriate’. As with all our SJTs, the Customer Experience Advisor (Rail Industry) SJT is untimed but typically takes up to 10 minutes to complete.
Our SJT measures 3 competencies / behaviours:
1. Engaging with Customers & Colleagues: Working with customers and colleagues to maximise outcomes.
2. Performing Effectively: Working in a systematic manner to meet challenging situations & customer' expectations.
3. Performing Safely: Operating in a safe and professional manner at all times.
Each competency comprises of 4 behavioural indicators, and each indicator is measured by a specific question in the Customer Experience Advisor (Rail Industry) SJT. This ensures a comprehensive and valid assessment of the competency. It also ensures that the interpretive reports provided are accurate and valid.
Example Customer Experience Advisor (Rail Industry) SJT Question
Customer Experience Advisor (Rail Industry) SJT – Sample Reports
On completion of the Customer Experience Advisor (Rail Industry) SJT, you can download 2 reports as standard:
1. Recruitment Report, where the content is designed for an organisation and supports a recruitment decision. This report provides tests scores, behavioural interpretation and interview questions.
2. Candidate Report, where the content is designed for a candidate(s) and provides feedback on the test performance. This report provides behavioural interpretation and suggests development goals for improving their competencies.
Free Tests!
Take a free test. On completion you will be able to download a detailed report based on your results. We will not ask you for any personal information to be able to view your report.
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How to do well in your Customer Experience Advisor (Rail Industry) SJT
To do well in a Customer Experience Advisor (Rail Industry) SJT, it is good to implement the following tips:
1. Understand Customer Priorities: In the rail industry, customers often prioritize safety, punctuality, and clear communication. When faced with scenarios in the SJT, consider options that align with these priorities. For instance, in a situation where a train delay occurs, choose a response that emphasizes timely and accurate information dissemination to passengers, while ensuring their comfort and safety.
2. Conflict Resolution Skills: Customer service often involves resolving conflicts or complaints. In the SJT, you might encounter scenarios dealing with unhappy or frustrated passengers. Focus on responses that demonstrate empathy, active listening, and a calm approach to problem-solving. Show that you can maintain professionalism while finding practical solutions to passenger concerns.
3. Policy and Procedure Adherence: The rail industry is heavily regulated, with specific policies and procedures for various situations. When responding to SJT scenarios, it's important to show that your decisions comply with these guidelines. For example, if a scenario involves safety protocols or ticketing issues, choose responses that reflect a strong understanding and adherence to the relevant policies and legal standards in the industry.