Hi Guys I have a train guard assessment very soon and one of the tests will be customer service scenarios,Can you help me please which one is the most effective from the following scenarios.Thanks
A) Dealing with a customer at the barriers & a woman with a buggy approaches with a screaming child, do I:
1-Finish dealing with the customers query before letting the woman with the buggy through or
2-Continue dealing with the customer & check the woman with a buggy ticket/let her through
B) There has been a fatality & there are severe delays with an angry crowd to be dealt with, a man pushes his way to the front & claims to be a judge running late for a high profile court case, do I:
1-Explain the situation to him & advise alternative transport
2-Tell him to bear with me & address the crowd with updates on the situation
3-Allow him to use my mobile phone
C) There is a woman who seems agitated & does not speak English, the language spoken is suspected to be Spanish, do I:
1-Check her ticket & take her to the necessary platform for her train
2-Speak slowly & try to communicate using hand signals
3-Radio to see if a colleague speaks/understands Spanish
4-Make a PA announcement to see if anyone speaks Spanish
D) Two men appear to be drunk on the platform & smoking, do I:
1-Tell them that the platform is a non-smoking area
2-Make a PA announcement saying that the station is non-smoking
3-Radio for assistance (I think that was the other answer I considered)
E) You are in the ticket office dealing with a long queue of customers when a passenger faints on the platform, do I:
1-Stop what I am doing & call medical assistance immediately
2-Make an announcement to see if there is a doctor present on the station
F) You are dealing with an abusive customer, who is swearing about the company and the service, do I:
1-Ignore his behaviour & deal with the query as best possible
2-Radio for assistance
A) Dealing with a customer at the barriers & a woman with a buggy approaches with a screaming child, do I:
1-Finish dealing with the customers query before letting the woman with the buggy through or
2-Continue dealing with the customer & check the woman with a buggy ticket/let her through
B) There has been a fatality & there are severe delays with an angry crowd to be dealt with, a man pushes his way to the front & claims to be a judge running late for a high profile court case, do I:
1-Explain the situation to him & advise alternative transport
2-Tell him to bear with me & address the crowd with updates on the situation
3-Allow him to use my mobile phone
C) There is a woman who seems agitated & does not speak English, the language spoken is suspected to be Spanish, do I:
1-Check her ticket & take her to the necessary platform for her train
2-Speak slowly & try to communicate using hand signals
3-Radio to see if a colleague speaks/understands Spanish
4-Make a PA announcement to see if anyone speaks Spanish
D) Two men appear to be drunk on the platform & smoking, do I:
1-Tell them that the platform is a non-smoking area
2-Make a PA announcement saying that the station is non-smoking
3-Radio for assistance (I think that was the other answer I considered)
E) You are in the ticket office dealing with a long queue of customers when a passenger faints on the platform, do I:
1-Stop what I am doing & call medical assistance immediately
2-Make an announcement to see if there is a doctor present on the station
F) You are dealing with an abusive customer, who is swearing about the company and the service, do I:
1-Ignore his behaviour & deal with the query as best possible
2-Radio for assistance
