Did you pass Alex? How did they expect you to act?
Well before the role play, they gave us all information relating to penalty fares which we had to remember for the role play. We were able to make notes, but not too much.
They wanted me to act firm but understanding. Ensure customer service is given and then move to the checking tickets.
So I went in and the guy like i said above was rude and simply unhappy with the delay. He was swearing. Firstly I asked him if he could move his feet off the chair so I could sit down so I was out of the aisle which therefore dealt with the feet on the chair. I asked him If he could turn the music down so I could speak to him. He made a fuss and I just had to persuade him to turn it down, eventually he did so.
I informed him that passengers were unhappy with the loud music and I requested if he could use ear phones or to turn it off completely. He started complaining about the delay and the fact that the train is delayed. He was unhappy also with the lack of announcements informing him and others of the delay. Whilst understanding his position, I informed him that I would go and find out and see what the problem was. However before doing so, could I check his ticket. He said he didn't have one.
Due to the delay and the inconvenienced caused, I decided to issue him with a ticket rather then make him more unhappy and potentially make the situation worse by issuing a penalty fare. However when asking if he could pay for a ticket, he began complaining once again. i had to persuade him and brought the fact that others have paid for the same service that he is using and therefore should purchase a ticket. Eventually he did so.
I then went to find out more information.
End of Role Play.
Yes I passed. Southern Railway did it in a assessment day. About 6 Assessments thought the day, after the role play, they would ask the people that failed to leave, then the next 2 and so on.
If there is anything more that you want to know, just ask. Ill try help.
