WMATA WMATA Customer Service 1 — Questions and Answers
Question 1: What is the WMATA standard greeting when answering a customer service call?
- Hello, how can I help?
- Thank you for calling Metro, this is [name], how may I assist you? (Correct answer)
- WMATA, hold please.
- Metro transit, what do you need?
Correct 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.
Question 2: How should a WMATA employee handle a customer complaint about service delays?
- Tell the customer to check the website
- Acknowledge the inconvenience, provide available information, and offer to document the complaint (Correct answer)
- Transfer the call immediately
- Deny any responsibility
Correct 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.
Question 3: Which tool do WMATA customer service agents use to look up lost SmarTrip card balances?
- Google search
- WMATA Customer Information System (CIS) (Correct answer)
- SmarTrip website only
- Manual card reader
Correct answer: WMATA Customer Information System (CIS)
WMATA's Customer Information System (CIS) allows agents to look up registered SmarTrip card balances and transaction history.
Question 4: What is WMATA's Americans with Disabilities Act (ADA) obligation for customer service?
- Provide service only if staff are available
- Ensure equal access and reasonable accommodation for all passengers with disabilities (Correct answer)
- Direct disabled passengers to a special counter
- Require advance notice for all accommodations
Correct 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.
Question 5: How long does WMATA aim to resolve a customer complaint once it is formally submitted?
- 30 days
- 7 business days (Correct answer)
- 60 days
- Same day
Correct answer: 7 business days
WMATA's customer service standard targets resolution of formal complaints within 7 business days of receipt.
Question 6: What should WMATA staff do when a customer speaks a language other than English?
- Ask the customer to return with an interpreter
- Use WMATA's language line or translation services (Correct answer)
- Communicate through gestures only
- Refer the customer to the website
Correct 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.
WMATA WMATA Customer Service 1
What is the WMATA standard greeting when answering a customer service call?