With the Role play I was given
, I was playing the role of a CSA working at Vauxhall station.
A lady came back from New York using heathrow airport tube station but had forgotten her in date season ticket, I greeted her. I even told her my name (while pointing at my non existent name badge)
I then asked to see her ticket which She showed me which happened to be an expired season ticket I then politely said to her what happened For her to have one of those of which she said she must have left the new season ticket in New York I then asked her how she got through the barriers at Heathrow, she then said there were 100’s of people just waved through and the gates at that end were left open.
(I then realised it was about giving her options) so I asked her if she has any cash, Apple Pay, Apple watch, contactless payment, debit card, mobile phone or American dollars (which I said I could convert on my lunch break)
I then told her to give me her suit cases and to take a seat while I talk to my manager about these “dollars” my manager (who didn’t exist) said yes that’s fine to take them. I went back to her and said to her all is good with the dollars. At this point I feel like she hinted to me by saying “Isn’t that a bit too much trouble for you, I only live a few minutes from the station”
I then realised in that moment my friend who works for TFL said (you can’t keep them in the system) as in hold them captive, however you can’t let them IN randomly through the gates but always let them out after asking a few questions politely.
That’s when I said to her “madam, you’ve had a long day and a long flight” I then let her through the gates at “vauxall”, wished her all the best and we even had a chin wag about what she bought in duty free.
Try and let the role play last the full 10 minutes so they can see your character, your body language, eye contact and amazing customer service skills - don’t let it last only 2 minutes as the assessor won’t be able to mark you on all area’s needed for you to pass.
I was given my jacket and a form to fill in, always give them good detailed feedback by the way, not sure if this helps but the lady read it and was over the moon and thanked me as I waited in the waiting area bit.
I got my result the following day in the afternoon saying I’d passed and was then able to book myself in for an interview which I also passed the following week virtually.
Best of luck and I hope that helps as of course your situation that your given could be totally different, remember to give them plenty of “options” always be polite and friendly but firm and fair at the same time - always remember to give phenomenal service by going above and beyond the remit of your role.
