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

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?

Accepted Answer

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

Answer

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?

Accepted Answer

WMATA Customer Information System (CIS)

Answer

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?

Accepted Answer

Ensure equal access and reasonable accommodation for all passengers with disabilities

Answer

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?

Accepted Answer

7 business days

Answer

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

WMATA Test Practice Test