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WMATA Customer Service Flashcards

6 cards from real WMATA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 WMATA Customer Service flashcards as text

  1. What is the WMATA standard greeting when answering a customer service call?

    Answer: Thank you for calling Metro, this is [name], how may I assist you?

    WMATA customer service staff are required to identify themselves and greet callers with a professional, welcoming phrase.

  2. How should a WMATA employee handle a customer complaint about service delays?

    Answer: Acknowledge the inconvenience, provide available information, and offer to document the complaint

    Employees should acknowledge the customer's frustration, share any available delay information, and offer to record the complaint formally.

  3. Which tool do WMATA customer service agents use to look up lost SmarTrip card balances?

    Answer: WMATA Customer Information System (CIS)

    WMATA's Customer Information System (CIS) allows agents to look up registered SmarTrip card balances and transaction history.

  4. What is WMATA's Americans with Disabilities Act (ADA) obligation for customer service?

    Answer: Ensure equal access and reasonable accommodation for all passengers with disabilities

    WMATA is federally required under ADA to provide equal access and reasonable accommodations to all passengers with disabilities.

  5. How long does WMATA aim to resolve a customer complaint once it is formally submitted?

    Answer: 7 business days

    WMATA's customer service standard targets resolution of formal complaints within 7 business days of receipt.

  6. What should WMATA staff do when a customer speaks a language other than English?

    Answer: Use WMATA's language line or translation services

    WMATA provides language line and translation services to assist customers who communicate in languages other than English.

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Sources & references

Exam facts on this page (fees, format, dates, passing scores) are checked against these official sources; the date is our last check. Editorial policy

  1. wmata.com — Eligibility, fees, retake policy, score release, score validity · verified Oct 2026