MTA Mock Interview

Practice 30 MTA interview questions covering transit operations, customer service, and public sector values.

Question 8 of 30

How would you handle a passenger complaint?

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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 MTA 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

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 MTA 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

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 MTA 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."

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30MTA Interview Questions & Answers

1.At MTA we strive to be the best transit agency in the world. How will you contribute to this goal?

2.Do you have experience in dispatch or radio communications of any kind?

3.What do you know about public transit rules, regulations, and safety compliance?

4.MTA oversees transit operations by use of computer-generated displays, and voice communications. Do you have experience in these areas? If not, do you consider yourself technically savvy?

5.What do you know about MTA and the people we serve every day?

6.Have you ever been involved in writing, preparing, or training Standard Operating Procedures or an Emergency Response Plan?

7.Have you been a regular passenger of MTA? If so, what has been your experience? What did we do well, and what can we improve?

8.How would you handle a passenger complaint?

9.This position is physically demanding. Are you able to meet the physical requirements such as bending, crawling, crouching, lifting, and standing for long periods?

10.Are you aware that, in this role, you risk exposure to physical, electrical, and chemical hazards as well as harsh weather conditions?

11.Are you prepared to present your driver's abstract from all jurisdictions that you have been a licensed driver in the last two years?

12.MTA requires a security clearance check, positive references, and a medical examination before offering employment. Are you willing to comply?

13.Although we have an excellent training program at MTA, we are seeking to hire someone with an intermediate level of experience in our industry. With what types of transportation services are you most experienced?

14.Public transit operates 24/7. Are you willing to meet the scheduling requirements for this position?

15.What do you believe to be the biggest challenge public transit faces today?

16.As a public transit operator, you will meet hundreds of new people every day. In which ways do you embrace diversity?

17.Do you have your air brakes or Q endorsement?

18.In the event of an accident, what procedures would you follow?

19.How will your education help you to succeed in this position with MTA?

20.On a scale of 1-10; how well do you know our city and its infrastructure?

21.What do you know about the MTA training program?

22.Tell me about a challenge in your current job that you have overcome.

23.How would you go about asking for a change in the workplace if you did not like the current approach?

24.When working with the public, emergencies can happen. How will you react to unexpected stress and pressure?

25.At MTA we want to see everyone succeed and grow. If we hire you, how can we support your professional goals?

26.What would you do if your direct supervisor was challenging to get along with, or a poor communicator?

27.It appears that your background is not in public transit. Tell me which transferable skills qualify you for this position with MTA?

28.Every day is different at MTA; which requires patience and endurance. Are you a patient individual by nature?

29.What does exceptional customer service mean to you?

30.MTA employees are trusted to be around passengers with valuables. Sometimes those valuables are left behind. What would you do if you found a purse full of cash left on one of our trains?