Question for Commercial Guards/Conductors

[Fergus1981]

Hello Guys

I have a job interview coming up soon for Commercial Guard. I was told that many peoples fail on this question - How would you increase revenue as a Commercial Guard?

So, at the moment this came to my head:
1. Visibility - when you walk the train you create revenue(either selling tickets or people will buy the ticket through the app when they see you checking tickets)
2. Route knowledge - station without a ticket office(vending machine broke, no chance to buy the ticket), for example, Portsmouth - people coming back home from the cruise etc,

Guys, please let me know if you have more examples of how to create/increase revenue.

Many Thanks!

 

[MiNi]

Which depot is the commercial guard position for please ?

 

[Fokx]

I’d also add a common sense approach.
Although you do get people trying to travel with incorrect tickets, you need to remember that not everyone uses a train frequently and you will get occasional groups or individuals who don’t have the correct ticket type or are on the wrong train without realising it.

For example you may need to sell them a new ticket or issue a ticket irregularity report, whilst doing so in a manner that is good customer service, explaining why their ticket is incorrect, and why they need to pay the excess in a way that isn’t seen as condescending or punishment. You’ll want those passengers to still travel on your trains bringing in revenue than them next time travelling by other means.

Good customer service is key!

 

[theironroad]

Which depot is the commercial guard position for please ?

I'll take a outside guess of SWR at Frattton

 

[2L70]

Simple things like:

Return to Waterloo please
Do you need any underground travel at all?

3 returns to Portsmouth harbour please
Okay you can get a group save ticket that saves you money maybe try that in future

Return from Cosham to Fratton please
Oh. Do you do this journey often?
Yes 4 times a week
Might be worth getting a season ticket? You can use it for 28 days as much as you want between the two places

 

[Starmill]

How would you increase revenue as a Commercial Guard?

If this is the question, in addition to the responses already given, if you are confident to, you could answer that you would offer to make reports of particular services or stations which are affected by higher levels of ticketless travel for the company to direct revenue protection resources towards if necessary. You can even go slightly beyond that and say that you would be happy to make reports of unusual ticket usage patterns or fare anomalies. I would be very surprised if they are expecting anyone to come up with these answers, however.

 

[lae150]

Route knowledge but not just the stations without ticket machines, target those with no barriers in place. People hop on and off and chance it at some of the smaller stations

 

[PupCuff]

Fare anomalies mentioned upthread is a good one. I don't work for SWR but at our place they're keen on staff reporting anomalies when they come across them as it's the frontline staff who know the tickets best on their patch.

I'd also add conflict management to the pot - often, conductors go into ticket issues like they've caught Jack the Ripper and then it leads to refusals to pay, verbal abuse and even potentially a police call out, which costs the company money for the delay and the police attendance, possibly even delay repay for other customers if you're held up long enough, maybe the management time too if they need to investigate your assault and offer support, and sometimes over a very low fare meaning an overall substantial loss for the company. Going in with a professional but respectful attitude means the incident is less likely to 'spark' and with some persistence some revenue can be brought in. Additional to that, if it's clear you're getting nowhere, sometimes you have to know when to walk away and help the customers who have their contactless card in hand ready to pay you for their tickets but can't because you're having a row which is going round in circles with the inconsiderate customer.

Also, teamwork - if you're booked to pass over a route you sign, and it's a busy or particularly long train, you could offer to do the doors to allow your colleague to go through and collect more fares than they would otherwise be able to if they had to stop every few minutes to dispatch. Or vice versa, or one start from the back and one from the front etc.

 

[Fergus1981]

Hello Guys

Thank you very much for a lot of good info you have posted. It is highly appreciated. I will definitely use it during my interview.

Stay safe!

Regards