c Indicate one response you believe to be MOST appropriate and one response you believe to be LEAST appropriate A train has been delayed for 30 minutes due to a fault on the line Maintenance are dealing with the issue: You are on the platform as station assistant being updated by a colleague about changes resulting from the delay, when three unhappy passengers travelling together come up and ask you what the compensation arrangements are They say the delay means they will now almost certainly miss their connecting train and not be able to go on holiday . One of them asks you why your company's trains are so unreliable. Please select one most and one least option from the statements below. Tell the passengers you are keen to try and help them and explain that you will be best placed to do so once your colleague has updated you about changes as a result of the delay Leave the discussion with your colleague and ask the passengers to show you their travel plans so you can try to find a way they might still make their connection Say you hope the passengers don't need to seek compensation, but explain the company's policy and point them to the full online explanation Acknowledge the passengers concern, then suggest they go to the nearby information desk to check alternative travel arrangements (and compensation arrangements)while the fault is being dealt with

Question

c Indicate one response you believe to be MOST appropriate and one response you believe to be LEAST appropriate A train has been delayed for 30 minutes due to a fault on the line Maintenance are dealing with the issue: You are on the platform as station assistant being updated by a colleague about changes resulting from the delay, when three unhappy passengers travelling together come up and ask you what the compensation arrangements are They say the delay means they will now almost certainly miss their connecting train and not be able to go on holiday . One of them asks you why your company's trains are so unreliable. Please select one most and one least option from the statements below. Tell the passengers you are keen to try and help them and explain that you will be best placed to do so once your colleague has updated you about changes as a result of the delay Leave the discussion with your colleague and ask the passengers to show you their travel plans so you can try to find a way they might still make their connection Say you hope the passengers don't need to seek compensation, but explain the company's policy and point them to the full online explanation Acknowledge the passengers concern, then suggest they go to the nearby information desk to check alternative travel arrangements (and compensation arrangements)while the fault is being dealt with

Answer 1

Most Likely: "Tell the passengers you are ninja keen on trying to help, and explain that you will be the best placed to do so once your colleague has updated you about changes as a result of the delay."Least Likely: "Say you hope the passengers do not need to seek compensation, but explain the company's policy and point them to the full online explanation."

Answer 2

## Step1:This is an initial description question that involves three parts: assessing the most probable and least likely responses to a problem. In this question, passengers are frustrated because a train delay will likely interfere with their holiday plans. The text provides possible reactions for us to analyze.## Step2:For the MOST likely response, look for the choice that involves explicit intent to assist and acknowledging the passenger situation to minimize further issues. The option stating "Tell the passengers you are keen to try and help them, and explain that you will be best placed to do so once your colleague has updated you about changes as a result of the delay." measures up to these expectations.## Step3: As for the LEAST likely response, we should find the option that avoids the responsibility and leaves the passengers without resolve or unsatisfied. The option stating "Say you hope the passengers don't need to seek compensation, but explain the company's policy and point them to the full online explanation" seems like a unhelpful approach because it refers to vague resolutions and doesn't address the concerns customers had at the moment directly which is inconsiderate.

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