Written scenario · Empathy, Problem solving
The last train
You work at the customer service desk of an intercity train station.
A signal failure on your company's line delayed a train by three hours, and a parent traveling alone with a sleeping toddler has missed the last connection of the night. Company policy provides hotel vouchers only for delays caused by mechanical failures, and your supervisor has left for the day. The parent is exhausted and asks what you can do.
The two questions
- 1What would you do?
- 2When, if ever, should a rule bend because of someone's circumstances?
What raters look for
- Empathy
- Recognizes what others feel and need, and lets that shape the response without losing judgment.
- Problem solving
- Gathers facts before acting, considers options and consequences, and chooses a workable next step.
Answer scenarios like this on the real timers
Answer both questions on the clock, and get each one scored 1–9 the way raters score. Your first set is free, no card.
Practice free
