Customer Service Flashcards
What does the Equal Opportunity Act prevent discrimination of?
Race
Religion
Sexual Orientation
Gender
Age
Where can you find policies?
The Depot
If a passenger has an enquiry you cannot answer, who would you direct them to?
Station Staff
Who would you discuss processes, policies and procedures with?
Depot Manager/Principal Drivers
After how many minutes of delays do you need to make a PA announcement?
2 Minutes
At what time intervals should you make PA announcements for a major disruption over an extended period of time?
Every 5 minutes
What are some times when drivers will need to make PA announcements?
- Pre-departure from terminating locations
- Delays (over 2 minutes)
- When automated announcements are inoperative and the train is arriving at a major junction/terminating station.
- Altered stopping or transposals
- When leaving the cab
- Incident/damage where it will prevent passengers from alighting correctly
What do you need to announce to passengers before beginning a new service?
Destination & Stopping conditions of the service
How soon before departure should you make the announcement?
2 minutes
How are transposals given to the driver?
From Train Control, transmitted via DTRS
As defined in the Transport (Ticketing and Conduct) Regulations 2005, who is a special needs customer?
A person who, because of age, disability, illness or pregnancy has a special need to travel in a seat.
And their carer
Where should a special needs customer wait for ramp assistance?
3 or 6 car mark
What should a driver do when helping a customer on the train with the ramp?
Find out when they are getting off and making a note
