WMATA WMATA Customer Service 2 — Questions and Answers
Question 1: What is the correct way for WMATA staff to address a customer who is visibly upset?
- Match their energy
- Remain calm, speak slowly, and use de-escalation techniques (Correct answer)
- Ask them to leave
- Ignore them until they calm down
Correct answer: Remain calm, speak slowly, and use de-escalation techniques
WMATA staff are trained to remain calm and use de-escalation techniques to help diffuse tense customer interactions.
Question 2: What is WMATA's policy on providing personal customer account information over the phone?
- Share freely to save time
- Verify identity with security questions before releasing any account information (Correct answer)
- Refer all account questions to the website
- Only share if the customer provides their employee ID
Correct answer: Verify identity with security questions before releasing any account information
WMATA requires identity verification through security questions before any account information can be shared with a customer.
Question 3: How should WMATA employees handle a request for a SmarTrip card refund?
- Issue cash on the spot
- Direct the customer to the online refund portal or customer service center (Correct answer)
- Deny all refund requests
- Accept the card and mail a check
Correct answer: Direct the customer to the online refund portal or customer service center
SmarTrip refund requests are processed through the online refund portal or at a WMATA customer service center.
Question 4: What is the SmarTrip card minimum reload amount at a WMATA fare machine?
- $1.00
- $5.00 (Correct answer)
- $10.00
- $20.00
Correct answer: $5.00
The minimum reload amount for a SmarTrip card at a WMATA fare machine is $5.00.
Question 5: Which WMATA service allows customers to plan trips using multiple transit modes?
- Metro Map app
- WMATA Trip Planner (Correct answer)
- SmarTrip app only
- Google Maps only
Correct answer: WMATA Trip Planner
The WMATA Trip Planner allows customers to plan multi-modal trips combining rail, bus, and other transit options.
Question 6: What is WMATA's policy regarding customer feedback on system cleanliness?
- Only collected monthly
- Accepted at any time through the website, app, or phone and logged for follow-up (Correct answer)
- Only accepted in writing
- Not accepted from the general public
Correct answer: Accepted at any time through the website, app, or phone and logged for follow-up
WMATA accepts customer feedback on cleanliness at any time through multiple channels including online, app, and phone, and logs it for action.
WMATA WMATA Customer Service 2
What is the correct way for WMATA staff to address a customer who is visibly upset?