Customer Service

Question 1

What does the Equal Opportunity Act prevent discrimination of?

Answer 1

Race
Religion
Sexual Orientation
Gender
Age

Question 2

Where can you find policies?

Answer 2

The Depot

Question 3

If a passenger has an enquiry you cannot answer, who would you direct them to?

Answer 3

Station Staff

Question 4

Who would you discuss processes, policies and procedures with?

Answer 4

Depot Manager/Principal Drivers

Question 5

After how many minutes of delays do you need to make a PA announcement?

Answer 5

2 Minutes

Question 6

At what time intervals should you make PA announcements for a major disruption over an extended period of time?

Answer 6

Every 5 minutes

Question 7

What are some times when drivers will need to make PA announcements?

Answer 7

1. Pre-departure from terminating locations
2. Delays (over 2 minutes)
3. When automated announcements are inoperative and the train is arriving at a major junction/terminating station.
4. Altered stopping or transposals
5. When leaving the cab
6. Incident/damage where it will prevent passengers from alighting correctly

Question 8

What do you need to announce to passengers before beginning a new service?

Answer 8

Destination & Stopping conditions of the service

Question 9

How soon before departure should you make the announcement?

Answer 9

2 minutes

Question 10

How are transposals given to the driver?

Answer 10

From Train Control, transmitted via DTRS

Question 11

As defined in the Transport (Ticketing and Conduct) Regulations 2005, who is a special needs customer?

Answer 11

A person who, because of age, disability, illness or pregnancy has a special need to travel in a seat.
And their carer

Question 12

Where should a special needs customer wait for ramp assistance?

Answer 12

3 or 6 car mark

Question 13

What should a driver do when helping a customer on the train with the ramp?

Answer 13

Find out when they are getting off and making a note