WMATA WMATA Customer Service

Question 1

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

Accepted Answer

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

Answer

Hello, how can I help?

Answer

WMATA, hold please.

Answer

Metro transit, what do you need?

Question 2

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

Accepted Answer

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

Answer

Tell the customer to check the website

Answer

Transfer the call immediately

Answer

Deny any responsibility

Question 3

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

Accepted Answer

WMATA Customer Information System (CIS)

Answer

Google search

Answer

SmarTrip website only

Answer

Manual card reader

Question 4

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

Accepted Answer

Ensure equal access and reasonable accommodation for all passengers with disabilities

Answer

Provide service only if staff are available

Answer

Direct disabled passengers to a special counter

Answer

Require advance notice for all accommodations

Question 5

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

Accepted Answer

7 business days

Answer

30 days

Answer

60 days

Answer

Same day

Question 6

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

Accepted Answer

Use WMATA's language line or translation services

Answer

Ask the customer to return with an interpreter

Answer

Communicate through gestures only

Answer

Refer the customer to the website