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Transport for London

Is this your company?

Transport for London interview question

They had a woman come in who had the wrong ticket and who was vaping and they were testing my customer service skills

Interview Answers

Anonymous

24 Oct 2017

It’s not against the law it’s against London Underground policy to smoke and use electronic cigarettes. I had the same scenario was her feet was on the chair too I asked her to remove her feet from the chair as that is anti social behaviour. I was polite but assertive. She had the wrong ticket but I empathised with her I let her through but explained to her for future travel she needs to have the correct ticket and I explained how she can go about to ensure this. I passed my role play.

19

Anonymous

26 June 2017

I told the woman she would have to pay for the ticket because she was in the wrong zone. I failed because I didn't ask enough questions, they said it wasn't about my "solution" more about the process of getting to that solution they wanted more interaction with the customer and to de-escalate the situation. I asked her to stop vaping because it was against the law, she was acting a bit difficult and I think I wasn't smiling enough.

16