CTA Mock Interview
Practice 30 CTA interview questions covering transit operations, customer service, and Chicago's public transportation system.
Question 8 of 30
How would you handle a passenger complaint?
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Example Answer
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Community Answers
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Public transit is, essentially, customer service. When you work with the public on this level, it's essential that you handle every situation appropriately, quickly, and with the utmost care. Bad reviews stay forever (thanks, Internet!) so it's crucial to CTA that you handle any passenger grievance carefully.
Most people recommend taking the following actions:
- Stay pleasant, positive and professional
- Carefully listen to their issue
- On behalf of the company, give a sincere apology
- Keep neutral and avoid becoming defensive
Discuss what you would do, step by step, to handle a passenger complaint.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"If faced with a passenger complaint, I would first make sure that I had a full understanding of the situation and what went wrong. I would apologize on behalf of CTA and ask the passenger what I could do to make the situation better. There is value is making people feel heard and important."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I worked in customer service while attending university and received a fair amount of training when it came to customer complaints. I would handle passenger complaints at CTA with the same care and attention. The steps include stop, make eye contact, listen, repeat back, and resolve. If the situation were more serious than a general complaint, I would escalate the concern to my direct supervisor."
Interview Coach
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Anonymous Answer
I have worked in my own food concession at the Chicago park district. I haven't had too many situations with customers. I always offer a quantity food service But I have some. One day I had a customer so angry because he didn't like my prices. First I made eye contact with the customer. Next, I heard her complaint. Third, I explained the situación and why I had the prices.
After I offer an apology to make her feel comfortable coming to my business. I told her I can make offers on some items easier than others.
She understood the situation. And she is one of my best clients.
Cindy's Feedback
Good! It's important to show the interviewer that you have the skills to manage through a common situation. You're presenting your experience in an effective format as well. I've included a sample revision to help make your approach accessible to the interviewer.
"I have worked with the public when I ran my own food concession in the Chicago park district. I try to prevent complaints by always giving good service, but occasionally I have had to manage an angry customer. My approach is to listen and try to solve the problem. Once, a customer became angry because she didn't like my prices. I listened carefully while she voiced her complaint, and when she was finished, I calmly explained why my prices were set the way they were, but offered to negotiate some of my prices. She appreciated the explanation and became a return customer. "
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