WMATA WMATA Customer Service 2

Question 1

What is the correct way for WMATA staff to address a customer who is visibly upset?

Accepted Answer

Remain calm, speak slowly, and use de-escalation techniques

Answer

Match their energy

Answer

Ask them to leave

Answer

Ignore them until they calm down

Question 2

What is WMATA's policy on providing personal customer account information over the phone?

Accepted Answer

Verify identity with security questions before releasing any account information

Answer

Share freely to save time

Answer

Refer all account questions to the website

Answer

Only share if the customer provides their employee ID

Question 3

How should WMATA employees handle a request for a SmarTrip card refund?

Accepted Answer

Direct the customer to the online refund portal or customer service center

Answer

Issue cash on the spot

Answer

Deny all refund requests

Answer

Accept the card and mail a check

Question 4

What is the SmarTrip card minimum reload amount at a WMATA fare machine?

Accepted Answer

$5.00

Answer

$1.00

Answer

$10.00

Answer

$20.00

Question 5

Which WMATA service allows customers to plan trips using multiple transit modes?

Accepted Answer

WMATA Trip Planner

Answer

Metro Map app

Answer

SmarTrip app only

Answer

Google Maps only

Question 6

What is WMATA's policy regarding customer feedback on system cleanliness?

Accepted Answer

Accepted at any time through the website, app, or phone and logged for follow-up

Answer

Only collected monthly

Answer

Only accepted in writing

Answer

Not accepted from the general public