Railway Passenger Service Agent Personal Service Workers

Know the product range of railway companies and use that knowledge in order to provide assistance to customers with problems or queries.

Know principal train routes and quickly search for relevant information to respond to customer questions. Provide advice on potential shortcuts and itinerary options.

Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.

Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.

Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product …

Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, …

Regularly attend educational workshops, read professional publications, actively participate in professional societies.

Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.

Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.

Possess the communication abilities to relay messages through a radio and telephone system.

Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so …

Represent and defend the interests of the company to customers, and provide workable solutions to problems. Pursue the highest quality customer service.

Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.

Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.

Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.

Interpret the non-verbal communication signals of customers, e.g. to assess personality traits or current mood. Use observations to tailor services to the client.

Perform picking activities in a way that meets quality standards.

Pursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.

Handle passenger belongings; assist elderly or physically challenged travellers by carrying their luggage.

Utilise computers, IT equipment and modern day technology in an efficient way.

Demonstrate degrees of maturity by fully understanding one's own qualities and abilities which can serve as sources of confidence in different situations.

Master foreign languages to be able to communicate in one or more foreign languages.

Possess the ability to work with the standard programs contained in Microsoft Office at a capable level. Create a document and do basic formatting, insert page breaks, create headers or …

Express oneself using positive language in conversation; the way in which language is used may persuade customers.

Work confidently within a group in rail transport services, in which each individual has their own responsibility in working towards a common goal such as a good interaction with the …