Network Rail Customer Service Assistant Online questions?

[87031]

Thinking of having a second shot at a C.S.A position, i applied a couple of months ago so not sure if there's a period where you cant apply. I got a feeling i may of got the the online questions wrong, it asks you to prioritize the following.

Its approaching rush hour and one of the escalators is not working
A bin is overflowing and rubbish is on the concourse
One of the information screens is not working
A customer needs direction's to a local museum (trick?)

Anyone here know as to the museum one being a trick question?

thanks in advance

 

[Simon11]

I would personally say
1. Bin is overflowing and rubbish on the concourse- potential fire and trip hazzard
2. The escalator is not working- potential for overcrowding and safety issue
3. Directions to local museum- personal customer sevice
4.Information screen is not working- Not crital, but good for customer service

 

[Greenback]

I hate these types of questions. Can a CSA repair the escalator? Can a CSA fix the screens? Can a CSA clear up rubbish? Can a CSA give driections to a museum?

My answer - no, no, yes and yes!

But there's nothing to stop me making sure that the technical problems have been reported so that an engineer can attend, or a techie can check out the IT.

 

[EM2]

Many CSAs can restart an escalator, if they have a key!
In my station, I would:
Attempt to restart the escalator, if not successful then report it.
Give the directions to the museum.
Call the cleaning supervisor regarding the bins.
Report the faulty screen.

 

[Greenback]

That's the trouble with these questions, there's not enough context to make an informed decision. Of course, this may be the case on the ground, but at least the CSA will be aware of how many people are in the station at the time, when the bsuiest time is and whether they have a key for the escalator or not!

Depending on the size and layout of the station it might be perfectly feasible to notify the cleaning team of the bin situation while en route to the defective escalator - on the other hand the CSA might be right in front of the escalator when it stops!

All of these will doubtelss have an impact on any decision made, so there are far too many if's and but's not mentioned in the scenario but which could, potentially, be used to justify a decision made when actually in the front line.

 

[Simon11]

I agree with above with the most important aspect of the role being safety, then customers. But with little information, its hard to guage which should be first.

 

[Greenback]

I suppose that's the only way to approach answering the question, Simon. I am probably over thinking it, and what they will be looking for is a recognition that safety is paramount.