CS 7.1

Question 1

How to obtain reasons for delays to your train

Answer 1

• contact signaller
• contact control
• if train secured and long delay, turn on phone and use that for info sat on DA side

Question 2

Situations where it is important to communicate with customers involved

Answer 2

• disruption that’ll last more than a few minutes
• first announcement within 2 minutes
• regular announcements every 10-15 minutes / when new info received

Question 3

How voice, tone and body language can defuse/escalate potential conflict situations

Answer 3

• Mirroring can escalate
• empathy defuses aggression
• effective listening

Question 4

Actions to take if a person behaves in an aggressive or antisocial manner

Answer 4

• try to defuse situation
• contact BTP if needed

Question 5

Actions if assisting a customer would cause distraction or delay

Answer 5

Guide them in direction of any other station staff that would be able to help

Question 7

How customer assistance is communicated to the driver and associated actions

Answer 7

• station staff should tell you when alighting a passenger where they are going
• at destination make sure station staff are there to help them off

Question 8

Stations with disabled access

Answer 8

-Marylebone
-Wembley Stadium
-Northolt park
-Denham
-Denham Golf Club
-Gerard’s Cross
-Seer Green (southbound)
-beaconsfield
-High Wycombe
- Sanderson (northbound)
-princes Risborough
-Haddenham
-bicesters
-kings Sutton
-Banbury
- Islip to Oxford

Question 9

Stranded train procedure and associated actions