Indicate one response you believe to be MOST appropriate and one response you believe to be LEAST appropriate While working at the ticket barriers during peak travel time,a customer runs up to you. They explain that they could not print their ticket at the TOD (Ticket On Depart machines because they were not working but they have the confirmatior email on their phone. Station policy makes clear that customers should have either a paper or mobile ticket.and confirmation emails are not tickets'.The customer says their train is about to depart, and pleads to be allowed through. Please select one most and one least option from the statements below. Recognising the importance of the customer catching their train, let them through the barrier then contact the on-train guard to explain that the TOD machines are not working Explain the regulation to the customer.and point out that the on-train guard may ask for additional payment, but then allow them through the barrier Allow the customer through the barrier, then contact the on-train guard to explain the situation and suggest they immediately check with the ticket office about the TOD machines Contact the ticket office to ask whether the TOD machines are working, and let the customer through if they are not;otherwise explain they will have to buy a new ticket if they board the train

Question

Indicate one response you believe to be MOST appropriate and one response you believe to be LEAST appropriate While working at the ticket barriers during peak travel time,a customer runs up to you. They explain that they could not print their ticket at the TOD (Ticket On Depart machines because they were not working but they have the confirmatior email on their phone. Station policy makes clear that customers should have either a paper or mobile ticket.and confirmation emails are not tickets'.The customer says their train is about to depart, and pleads to be allowed through. Please select one most and one least option from the statements below. Recognising the importance of the customer catching their train, let them through the barrier then contact the on-train guard to explain that the TOD machines are not working Explain the regulation to the customer.and point out that the on-train guard may ask for additional payment, but then allow them through the barrier Allow the customer through the barrier, then contact the on-train guard to explain the situation and suggest they immediately check with the ticket office about the TOD machines Contact the ticket office to ask whether the TOD machines are working, and let the customer through if they are not;otherwise explain they will have to buy a new ticket if they board the train

Answer 1

Most appropriate: Option CLeast appropriate: Option B

Answer 2

## Step 1:This scenario involves a customer who could not print their ticket from the TOD (Ticket On Departure) machines due to machine failure. They have the confirmation on their phone, but according to the station rules, confirmation emails don't exactly count as 'tickets'. ## Step 2:Let's analyze each of the provided options in the light of courteous and professional customer service, while also adhering to the station's rules.### Option A: There is recognition of the customer's urgency and acknowledgement that the failure of the station's ticketing equipment is not the customer's fault. Informing the train's guard about the machine failure shows procedural due diligence. However, confirming the TOD machine's status is perhaps necessary, as there could be other factors involved such as customer error.### Option B: Explaining rules to the customer exhibits professional transparency. However, it demands that the on-train guard asks for additional payment, leaving the customer to handle a failure of the station's equipment. This might not be perceived positively by the customer.### Option C: This combines empathy with professional conduct: the customer is allowed to board the train and the guard is notified. The addition of a suggestion to immediately check the status of the TOD machines with the ticket office ensures due diligence.### Option D: This ensures station rules are correctly mentioned to the customer right from the start. Nevertheless, it could be counter-productive in a peak travel time rush, as confirming the status of TOD machines would likely consume much time.## Step 3:From the perspective of balancing between customer service and adherence to station's rules, we can see that while Option C seems most tailored and weighted, Option B appears to disserve customers in situations that are not their fault.

Question

Answer

Answer

Explanation