Course
notes
Day 2
Revenue
Control
Inspector
2010
Operational Learning
Session Objectives:
• Demonstrate knowledge of Oyster card and magnetic tickets through consolidation
• Demonstrate use of the MOVie reader in the live environment
• Demonstrate customer ‘stop’ skills through live learning and feedback
• Demonstrate the official criteria for Reporting
• Demonstrate the official criteria for issuing Penalty Fares
• Demonstrate the official criteria for issuing Fare Paid receipts
• Demonstrate the official criteria for taking No Further action
Materials needed:
• MOVie Reader per delegate
Group work
Flip chart work
Insert slide from presentation and place slide number underneath
Insert this symbol when there is a link to the valuing time behaviours
Information for the trainer (cell coloured in grey)
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Operational Learning
SESSION
SUMMARY
Time Session
Summary
09:00
Ticket Knowledge test
09:45
Introduce and train MOVie reader device
10:30
Break
10:45
Team work basic Oyster scenarios
12:30
Lunch
13:30
Live learning at Hammersmith (D&P)
15:30
Return to Ashfield House
16:00
End
Additional learning
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Operational Learning
Time
Trainer Notes
(Explanations,
Questions,
Answers,
Tasks/ Aids
09:00
Ticket knowledge test – 20 minutes
Consolidation
• Handout papers, delegates work on their own
exercise
• Go through answers
State today’s objectives
• Demonstrate knowledge of Oyster card and magnetic tickets through consolidation
• Demonstrate use of the MOVie reader in the live environment
• Demonstrate customer ‘stop’ skills through live learning and feedback
Slide 2
• Demonstrate the official criteria for Reporting
• Demonstrate the official criteria for issuing Penalty Fares
• Demonstrate the official criteria for issuing Fare Paid receipts
• Demonstrate the official criteria for taking No Further action
10:00
Break
10:15
Later this morning we will go to Hammersmith station for an hour for you to approach and stop customers and
check their Oyster cards or tickets. This is quite different from CSA/CSAMF duties and the purpose of this session
is to use best practice when asking customers to see their ticket and getting used to the MOVie in a live
environment.
What impact does the following have (percentage)?
Body Language? 55%
The way we say things? 38%
What we say? 7%
Slide 3
When you stop a customer you must/be:
• Professional
• Friendly
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Operational Learning
Time
ra
T
e
in r Notes
(Explanations,
,
Questions Answers,
Tasks/ Aids
• Make eye contact
• Smile
• Confident
• Greet
the
customer
• Show
ID
• Ask to see ticket
• Thank
you
Role Play exercise – Go to the ground floor or 3rd floor gatelines to observe the best way of stopping a customer.
Delegates will be positioned on the Way In of the gateline.
Scenario 1 – Friendly customer
Trainers or RCIs will be the customer, go through gate when approached be willing to show your pass for
inspection.
Feedback – did the delegate:
• Have good body language when approaching customer?
• Give good eye contact?
• Smile?
•
Confident?
•
Say “good morning/afternoon sir/madam (optional), revenue inspection check, can I check your ticket
please?
• Once ticket checked – thanked customer?
Scenario 2
When approached question delegate by asking them “why do you want to see my ticket”? Or “what for?” if you are
happy with their response show ticket.
Feedback – did the delegate:
• Have good body language when approaching customer?
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Operational Learning
Time
ra
T
e
in r Notes
(Explanations,
Questions,
Answers,
Tasks/ Aids
• Give good eye contact?
• Smile?
• Confident?
• Say “good morning/afternoon sir/madam (optional), revenue inspection check, can I check your ticket
please?
•
Did delegate respond to customer’s question in a professional and confident manner?
• Once ticket checked – thanked customer?
Scenario 3
When approached by delegate to see ticket:
1. Say “no” and continue walking or;
2. Have headphones on and ignore and continue to walk or;
3. run past and keep going
Feedback – did the delegate:
o Pursue? – DO NOT DO THIS
o Try and grab the customer’s attention by waving hands? – DO NOT DO THIS
o
Allow the customer to continue? – DO THIS
Later in the course we will be discussing and practicing challenging behaviours such as this, but for today let the
customer go!
Live learning - Practical session at Hammersmith station stopping and reading customers Oyster cards.
Observe delegates stopping and reading cards give behavioural guidance where necessary.
Delegate to practice best way of ‘stopping’ customers using:
11:15
Eye contact – Approach – smile – confident – greeting – ID self – credentials – ask to see ticket – thank you
12:30
Return to Ashfield House
Lunch
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Time
Trainer Notes
(Explanations,
Questions,
Answers,
Tasks/ Aids
13:45
How easy/difficult did you find the live learning session?
What did it help YOU learn?
What would you do different (if anything)?
14:00
Customers’ who do not have the correct ticket or no ticket at all as an RCI you have four options:
Slide 4
Report
When a person has travelled or attempted to travel with the intention of avoiding the correct fare – we will be
looking at this later on during the course.
Slide 5
Penalty Fare
Where a customer (over 16) has failed to purchase a ticket for their entire journey or validate their oyster card on
entry (PAYG) but you do not believe it is their intention to avoid payment but have breached the Terms and
Conditions of Carriage. Where you believe the customer intended to avoid but isn’t in the interest of the company
Slide 6
to report for fare evasion.
Fare Paid
Where ticket facilities have failed at the station you are working or, facilities were not available where the customer
has travelled from. In addition where you believe it is not in the companies interest to issue a penalty fare such as
Slide 7
those under 16 years of age.
No Further Action
Where it would not be in the interest of the company to attempt any of the above
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Time
Trainer Notes
(Explanations,
Questions,
Answers,
Tasks/ Aids
Slide 8
Split the delegates into 3 groups, 1 x group to list reasons why you would choose to issue a Penalty Fare, 1 x
group to list reasons why you would choose to issue a Fare Paid and 1 x group to list reasons why you would take
No Further Action.
14:45
Break
15:00
Group presentation –
No Further Action Give feedback - Show slide to confirm the criteria for taking no further action
Slide 10
No action should be taken if;
• the customer had a valid travel document but was unable to validate it because of a problem that was the
Slide 11
fault of LU
• the customer has paid the correct amount for their journey, but has mistakenly purchased the wrong ticket
• the customer claims to have lost their ticket and provides enough proof to verify their story
• any safety or risk of injury to any party, which might arise from taking further action
• it would not be in LU’s interest that a fare should be charged for the journey made. Can you think of
examples?
• Someone you believe to be a “care in the community” person
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Operational Learning
Time
Trainer Notes
(Explanations,
Questions,
Answers,
Tasks/ Aids
Group presentation –
Fare Paid Give feedback - show slide to confirm the criteria for issuing a Fare Paid receipt
Slide 12
• given permission to travel and pay at their destination
• unable to purchase a ticket due to reduced ticket issuing facilities
• using a ticket no more than 1 working day out of date and started their journey at a station where there was
no opportunity to validate their ticket
• clearly confused or misled
Slide 13
Group presentation –
Penalty Fare Give feedback - show slide to confirm the criteria for issuing a Penalty Fare
Slide 14
A PFN will be issued where there is no intent to avoid payment but where the customer;
• provided information which was investigated and proven to be incorrect
• failed to purchase or renew a ticket, when a facility to do so existed
• claims to have lost a ticket, but this cannot be verified
• travelled to or through a zone not covered by their magnetic ticket
Slide 15
• travelled beyond the availability of their Oyster card ticket, which already had an existing negative PAYG
balance at the start of their journey
• has not paid a fare and it would not be in LU’s interest to complete an Irregular Travel report.
• hasn't touched in/out with PAYG then you can PF, but not with a Travelcard.
Tomorrow we will go into more detail about the criteria for taking No Further Action, issuing Fare Paid receipts and
issuing Penalty Fare notices.
16:00
End of Day 2
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Document Outline
