NYC Transit Station Agent study plan

Map the platform-safety vocabulary (yellow line, gap, platform edge, bench wall, roadbed) and write a one-line definition for each from memory

List the ten highest-frequency platform hazards and rank them by likelihood of a customer injury during a shift

Draft the exact sequence of actions for clearing a platform during a smoke condition, from first observation to notification

Practice giving a clear verbal warning to a customer standing too close to the platform edge, in under 15 words

Connect each platform-safety rule to the operating procedure that authorizes it, so you can cite the rule and the reason

Explain when a station agent may leave the booth and when the booth must stay staffed

Describe the procedure for reporting a track intrusion and the order in which parties are notified

Identify three situations that require stopping train movement or holding a train, and state who has authority to do it

Walk through a MetroCard transaction from swipe to receipt, naming each step where an error can occur

Explain OMNY tap behavior for a customer whose card is declined, including what the agent can and cannot fix

Calculate change owed on a fare transaction involving a bill payment and verify the result twice

List the steps for opening, counting, and closing a revenue drawer, and the documentation each step requires

Read a sample station log and extract every revenue discrepancy into a clean summary

Write a short incident note about a fare dispute that another agent could act on without asking questions

Distinguish a refundable fare error from a non-refundable one and justify each decision in writing

Practice completing a revenue form with zero missing fields under a 10-minute limit

Deliver directions to three different customer profiles (tourist, daily commuter, customer with limited English) and adjust wording for each

De-escalate a scripted angry-customer scenario using at least three named techniques, and note which one worked

State the boundary between helpful service and overpromising, with two examples of each

Practice a 30-second apology that acknowledges the problem without admitting fault the agency did not cause

Sequence the first five minutes of a station emergency from detection to arrival of responders

Match each emergency type (fire, smoke, medical, customer on tracks, evacuation) to its immediate protective action

Identify the station equipment used in an evacuation and where it is stored

Write the notification chain for a serious incident, including who is called and in what order

Explain the difference between an accommodation request and a general service question, and how each is handled

Describe how to assist a customer using a wheelchair, a white cane, or a service animal without assuming what they need

Identify the accessible features of a station and the steps to take when one is out of service

State what an agent must never do when a customer requests an accommodation

Review all prior deliverables and correct every gap flagged during the course

Complete a timed mixed-domain practice set and log every wrong answer by domain

Rewrite the two weakest written records from earlier weeks to a higher standard

Rehearse the three most common customer interactions until the wording is natural and brief