advise customers on the product range of railway companies
Know the product range of railway companies and use that knowledge in order to provide assistance to customers with problems or queries.
Railway passenger service agents spend time with railway station customers, answer their questions and react quickly and safely to unexpected situations. They provide information, mobility assistance, and security in railway stations. They provide accurate and up to date information on train arrival and departure times, train connections, and help customers plan their travels.
Competences and skills
30 ESCO relationsEssential skills and competences 23 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
13 competencesassist passengers
Provide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.
- Scope note
- This skill applies to any kind of assistance that may be provided to passengers including but not limited to opening doors of the transportation vehicle or assist with belongings.
collect customer data
Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
digital
communicate with customer service department
Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.
deliver a sales pitch
Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.
guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
implement sales 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 to.
interpret customer non-verbal communication
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.
provide high quality customer service
Pursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.
provide information on train routes
Know principal train routes and quickly search for relevant information to respond to customer questions. Provide advice on potential shortcuts and itinerary options.
provide information to passengers
Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.
relay messages through radio and telephone systems
Possess the communication abilities to relay messages through a radio and telephone system.
Cross-sector
10 competencesdeliver outstanding service
Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.
implement marketing strategies
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
listen actively
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, clients, passengers, service users or others, and provide solutions accordingly.
maintain updated professional knowledge
Regularly attend educational workshops, read professional publications, actively participate in professional societies.
manage the customer experience
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
meet picking standards
Perform picking activities in a way that meets quality standards.
react calmly in stressful situations
React quickly, calmly, and safely to unexpected situations; provide a solution that solves the problem or diminishes its impact.
represent the company
Represent and defend the interests of the company to customers, and provide workable solutions to problems. Pursue the highest quality customer service.
think proactively
Take initiatives to come up with improvements.
write work-related reports
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 they are comprehensible to a non-expert audience.
Optional skills and competences 7 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competencework in a rail transport team
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 customers, railway safety, and rolling stock maintenance.
Cross-sector
6 competencesact reliably
Proceed in a way that one can be relied on or depended on.
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
perform services in a flexible manner
Adapt service approach when circumstances change.
persuade clients with alternatives
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
research
use microsoft office
Use the standard programs contained in Microsoft Office. Create a document and do basic formatting, insert page breaks, create headers or footers, and insert graphics, create automatically generated tables of contents and merge form letters from a database of addresses. Create auto-calculating spreadsheets, create images, and sort and filter data tables.
digital