What is the purpose of the document?

• To provide information about the Riyadh Metro stations

• To explain the construction process of Riyadh Metro

• To outline the process for dealing with refunds and replacement at station ticket office

• To describe the history of Riyadh Metro

Who is responsible for ensuring that all station staff are briefed about the work instruction?

• Customer Service Supervisor

• Group Station Manager

• Customer Service Manager

• Station Ambassador

What is the process for immediate refund at the ticket vending station (TVS)?

• Select the option 'Refund CSC', analyse the CSC, confirm the amount, and print the receipt

• Choose Deferred Refund Filling, submit the request, and wait for approval

• Select 'CSC Management', enter the lost CSC customer details, and blacklist the lost CSC

• Select 'Others' and 'Replacement CSC', analyse the CSC, and proceed with the replacement

When does the customer need to come back to claim the deferred refund after submitting the request at the TVS?

• After a week of submitting the request

• Within 24 hours of submitting the request

• After a specific given date as stated on the receipt

• Immediately after submitting the request

What is the process for deferred replacement filling at the TVS?

• Select Deferred Replacement, fill in the information, submit the request, and wait for approval

• Select 'CSC Management', enter the lost CSC customer details, and blacklist the lost CSC

• Choose Deferred Refund Filling, complete all the information, and submit the request

• Select 'Others' and 'Replacement CSC', analyse the CSC, and proceed with the replacement

Who is responsible for ensuring that the implementation and application of the requirements of this document are monitored for effectiveness and efficiency?

• Station Ambassador

• Group Station Manager

• Customer Service Manager

• Customer Service Supervisor

What is the purpose of Deferred Refund Filling at the TVS?

• To deal with lost personalized CSC

• To issue a temporary card to the customer

• To immediately refund the customer at the TVS

• To submit the refund by TVS and have the customer come back to claim the refund after a specific date

What should the SA do if the CSC is not readable at the TVS?

• Select 'CSC Management', enter the lost CSC customer details, and blacklist the lost CSC

• Select 'Others' and 'Replacement CSC', analyse the CSC, and proceed with the replacement

• Select 'Refund CSC', analyse the CSC, confirm the amount, and print the receipt

• Choose Deferred Refund Filling or Deferred Replacement, fill in the information, and submit the request

What is the process for immediate replacement of CSC at the TVS?

• Select 'CSC Management', enter the lost CSC customer details, and blacklist the lost CSC

• Select 'Refund CSC', analyse the CSC, confirm the amount, and print the receipt

• Choose Deferred Refund Filling, complete all the information, and submit the request

• Select 'Others' and 'Replacement CSC', analyse the CSC, put the reason for replacement, and proceed with the replacement

What should the SA do if the customer wants to claim the deferred replacement at the TVS?

• Select 'CSC Management', enter the lost CSC customer details, and blacklist the lost CSC

• Select 'Refund CSC', analyse the CSC, confirm the amount, and print the receipt

• Choose Deferred Refund Filling, fill in the information, submit the request, and wait for approval

• Enter the code as stated on the receipt, have the customer surrender the temporary card, and update the database