Customer assistant

[railler]

hello!

I have huge problem trying to secure a customer assistant role. I have failed the role play several times and I would like some support please. Even the guys who did the role play advised me to ask existing customer assistants to advise me what to do, so here I am.

So can you tell me please what should we do when we have a customer that doesn't have ticket, he is sleeping in the train/station, he is smoking and doesn't want to stop, etc?

You could even PM me with some advice?

Thanks!

 

[Need2]

hello!

I have huge problem trying to secure a customer assistant role. I have failed the role play several times and I would like some support please. Even the guys who did the role play advised me to ask existing customer assistants to advise me what to do, so here I am.

So can you tell me please what should we do when we have a patient that doesn't have ticket, he is sleeping in the train/station, he is smoking and doesn't want to stop, etc?

You could even PM me with some advice?

Thanks!

You could start by not calling passengers 'patients'

 

[railler]

You could start by not calling passengers 'patients'

I am sure they are a bit patients with the service they receive

 

[fIIsion]

When I worked as a CSA, whenever someone was smoking in the station and refused to stop, we would call the BTP.
Never did a role play but have spoken to several people who have passed them. More often than not, how you deal with situations is less important than how you communicate (verbal/non-verbal).
There was this one role play involving a woman who had no ticket and approaches you at the gate line to be let out. Some people refused to let her out and failed, while others let her out and also failed.
Personally dislike role plays. Its not always clear what the company is looking for and because they are subjective; its always easy to fail somebody for any reason.
Did you get any feedback from previous attempts?

 

[railler]

Unfortunately they don't provide any feedback and it's so frustrating.

 

[RJ]

Imagine you're the interviewer and you have a list of boxes of things to tick off when assessing a candidate. Try to work out what's on that list and aim to exhibit as many of those things as possible. A good starting point is rigorous analysis of the job advert, which usually tells you what they're looking for.

 

[theblackwatch]

Elsewhere, you are asking lots of questions - perhaps you should flip the coin and come up with answers. At an interview, they're going to ask you for your solution, not what the problem is...

 

[donpoku]

OK i shouldn't really be giving you the answer but you need to be assertive/confident in your approach like you work there already, always tell them who you are and listen listen & listen. Understand/empathize but tell them what 'you' require of them by referring to company policies-speak to csa staff at barriers. But Smoking is not allowed if not complied-btp. No tickets then they have to return to where they came from. Sleeping use your voice to wake them, do not touch them-again inform control/btp if unresponsive.

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