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Question: You are working on the ticket gates of Central station in the morning peak. You notice a young customer who is trying to top up her Opal card at the ticket machine. She has been at the ticket machine for some minutes and appears to be very agitated. She is shouting at the machine saying "Machine is not working. Machine is not working". You notice that she doesn't have a debit/credit card in her hand to pay for the top up. A long queue is forming behind the customer.
You go to the customer and ask if you can help. The customer speaks very little English. She looks at you and repeats "Machine is not working. Machine is not working".
What do you do?
A. You smile at the customer and explain that she will need a debit/credit card to top up her Opal Card. You point repeatedly to where she will need to input the debit/credit card.
B. To relieve the pressure and avoid customer delays you direct other customers in the queue to additional Opal top up machines in the station. You can resolve the issue with the customer without impacting others.
C. You smile at the customer and take out your debit/credit card to show them how to insert the card.
D. You walk over and guide the customer by demonstrating how to top up her Opal card and communicate via google translate to ensure open and clear communication.
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A description of your message and discussion of the desired results
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