20 VIA Rail Canada Interview Questions and Answers

VIA Rail is Canada’s national passenger rail service. VIA Rail operates intercity, regional and transcontinental trains linking over 400 communities across Canada, and carries nearly 4.8 million passengers annually.

If you’re applying for a job at VIA Rail, you can expect to be asked a variety of questions about your qualifications, work history, and availability. In this guide, we’ve assembled a list of VIA Rail interview questions and answers to help you prepare for your interview.

VIA Rail Canada Interview Process

The interview process at VIA Rail Canada can vary depending on the position you are applying for. However, most positions will require at least one phone interview and one in-person interview. For some positions, like On Board Train Attendant, you may also be required to complete a written exercise. The interviews are generally fairly relaxed and focus on your past experiences and customer service skills. Overall, the interview process is not too difficult, but it is important to be prepared and be yourself.

1. What do you think are the most important qualities for a customer service representative?

Customer service representatives are often the first point of contact for customers. Employers ask this question to make sure you understand what qualities are important in a customer service representative and how they can help VIA Rail Canada achieve its goals. When answering, think about which skills or traits helped you succeed as a customer service representative in your past jobs.

Example: “I believe that empathy is one of the most important qualities for a customer service representative. It’s important to be able to listen to customers and respond with compassion. I also think it’s important to have patience when working in customer service because sometimes people get frustrated or angry. Patience helps me stay calm and find ways to solve problems.”

2. How would you handle an upset passenger who was late for their train?

This question can help the interviewer assess your customer service skills and ability to diffuse a tense situation. Use examples from past experiences where you helped calm an upset passenger or diffused a conflict with another employee.

Example: “In my last position, I had a passenger who was late for their train because of traffic on the highway. The driver told them they would have to wait at least 30 minutes before boarding the train. When the passenger arrived, I apologized for the delay and offered them a voucher for a future trip. They were happy with this solution and boarded the train without any further issues.”

3. Tell me about a time when you had to deal with a difficult situation, how did you manage it?

This question is a great way to assess your problem-solving skills and ability to work under pressure. When answering this question, it can be helpful to think of a time when you had to overcome a challenge or solve a problem that was outside of your normal job duties.

Example: “When I first started working as an engineer for VIA Rail Canada, I was responsible for the safety of my train and all passengers onboard. One day, while driving through a rural area, I noticed smoke coming from one of the cars. I immediately pulled over and evacuated everyone from the train. After ensuring everyone was safe, I called for backup and waited for help to arrive. The situation could have been much worse, but with my training and experience, I knew what to do.”

4. Why do you want to work at VIA Rail Canada?

This question can help the interviewer get to know you better and understand why you are a good fit for their company. It also helps them determine if your values align with those of VIA Rail Canada. When answering this question, it can be helpful to mention specific aspects of the job that appeal to you.

Example: “I have always been fascinated by trains, so I am excited to work at a company that is dedicated to providing safe transportation across Canada. I think my customer service skills will be an asset in helping passengers feel comfortable on board. I also love working in a team environment, which I believe is important when working as part of a train crew.”

5. Do you have any experience working in a team environment?

Working in a team environment is an important part of the job. Employers ask this question to make sure you have experience working with others and that you can be a good teammate. In your answer, explain what made your previous teams successful. Share any skills or experiences you have that helped you work well as a team member.

Example: “I’ve worked on several different teams throughout my career. I find that teamwork is one of my greatest strengths. I am always willing to help out my coworkers and offer advice when needed. My communication skills are strong, which makes it easy for me to share information with other employees. I also enjoy collaborating with others to solve problems and come up with creative solutions.”

6. What is your schedule like? Are you available on weekends and holidays?

This question is a way for the interviewer to understand your availability and how you might fit into their team. It’s important to be honest about your schedule, but also highlight any flexibility that may allow you to work weekends or holidays if needed.

Example: “I am available on weekends and holidays, however I do have a family so I would need at least two days notice in order to make arrangements for childcare. My husband works full-time as well, so we are able to cover each other when necessary.”

7. Would you be comfortable handling money?

This question is often asked to determine if you have experience handling cash and coins. Employers ask this question because they want to make sure that their employees are honest and trustworthy when it comes to handling money. When answering this question, be honest about your previous experiences with handling money. If you haven’t had any experience, explain why you feel comfortable doing so.

Example: “I’ve worked in a restaurant before where I was responsible for counting the till at the end of my shift. I also helped my mother count her change once when we were shopping together. While I don’t have much experience handling money, I am very good at math and would like to learn more about how to handle money.”

8. If hired, what type of training would you need to perform your job effectively?

Employers ask this question to make sure you’re prepared for the job. They want someone who is willing to learn and adapt to new situations. In your answer, explain what type of training you would need to perform your job effectively. If you have experience with similar jobs, mention any specific skills or knowledge that will help you succeed in this role.

Example: “I’ve worked as a customer service representative before, so I’m familiar with how to interact with customers. However, I think it would be beneficial if VIA Rail Canada provided some initial training on their policies and procedures. I also think it’s important to receive training on how to use the company’s computer systems and software programs.”

9. Can you tell me about a time that you received excellent customer service?

This question is an opportunity to show your interviewer that you know what good customer service looks like. It also gives them insight into how you would treat customers if you were hired for the role.

Example: “I was traveling with my family on a cruise ship when I lost my wallet. The next day, I received a call from security saying they found it and had already canceled all of my credit cards. They said they would hold onto the wallet until we returned to our room later in the evening. When we got back to our room, there was a note on the door asking us to come down to security where they gave me my wallet back along with some extra money.”

10. Describe a time where you helped a fellow employee improve their performance.

This question is a great way to show your leadership skills and how you can help others succeed. When answering this question, it’s important to focus on the steps you took to help them improve their performance and what they did differently as a result of your assistance.

Example: “When I first started working at my current job, one of my coworkers was having trouble with some of the more advanced features of our software. They were struggling to learn these new features because they didn’t understand the basics of the program. I offered to give them a few extra training sessions so that they could get comfortable using the software before moving onto the more advanced features. After several training sessions, they felt much more confident in their ability to use the software and began using the advanced features without any issues.”

11. Have you ever been late or missed a shift, if so why?

Employers ask this question to make sure you understand the importance of being on time for work. They want to know that you respect their company and value your job. When answering, try to explain what steps you took to ensure it doesn’t happen again.

Example: “I have been late or missed a shift in the past, but only because I was sick or had an emergency situation come up. In my previous position, I always made sure to call ahead if I would be late or missing work so they could find someone else to cover my shift. I also tried to get there as soon as possible after calling.”

12. Provide an example of a time when you worked well under pressure.

Employers ask this question to learn more about your ability to work under pressure. They want to know that you can complete tasks and meet deadlines even when things get hectic. In your answer, share a specific time when you worked under pressure and how you managed it. Explain what steps you took to manage the situation successfully.

Example: “When I was working as an assistant manager at my previous job, there were times when I had to take over for my manager while they were out of the office. One day, my manager called me while I was in a meeting with clients. She told me she would be out of the office for the rest of the day due to a family emergency. I immediately informed my team members that I would be taking over for the rest of the day. I also asked them if they could help me by completing any tasks I couldn’t do myself.”

13. What are some steps you take to ensure accuracy when completing tasks?

This question can help the interviewer determine how you approach accuracy in your work. It can also show them what steps you take to ensure that you’re meeting deadlines and following procedures correctly. When answering this question, it can be helpful to mention a specific time when you were able to meet a deadline or complete a task accurately despite challenges.

Example: “I always make sure I have all of the necessary information before starting a project. This helps me avoid missing any important details while working on a task. If I do find myself needing additional information during a project, I’ll pause my work until I’m able to get the information I need. Another way I ensure accuracy is by double-checking my work for errors before submitting it.”

14. How would you describe yourself as a leader?

This question can help the interviewer determine your leadership style and how you would apply it to a new role. When answering this question, think about what makes you a good leader and how those skills could benefit VIA Rail Canada.

Example: “I believe that leaders should be approachable and available for their team members. I also think it’s important to have an open-door policy so employees feel comfortable coming to me with questions or concerns. As a leader, I want my team to feel valued and supported in their work. In my last position, I had a small team of five people, but we were able to accomplish many tasks because everyone was committed to working together.”

15. Have you ever dealt with a dissatisfied customer? How did you handle the situation?

This question can help interviewers understand how you handle conflict and challenges. Use your answer to highlight your problem-solving skills, communication skills and ability to remain calm under pressure.

Example: “I once had a customer who was upset because they didn’t receive their order in time for Christmas. I apologized for the inconvenience and offered them a refund or free shipping on their next order. They decided to keep the product but asked if we could send it to another family member as a gift. I agreed and sent the package out right away. The customer was happy with my response and left us positive feedback.”

16. We have many different types of passengers and employees, can you tell us about a time when you had to work with someone from a different background than yours?

This question is a great way to see how you can work with people from different backgrounds. It also shows the interviewer that you are willing to adapt and learn about other cultures.

Example: “I have worked with many different types of people in my previous roles, including those who speak English as a second language. I find it important to be patient when working with these individuals. If they need help understanding something, I make sure to take the time to explain it to them so they feel comfortable. This helps me build strong relationships with everyone on my team.”

17. Can you tell me about a time when you were working on a project and there was conflict, how did you resolve it?

This question is a great way to see how you handle conflict in the workplace. It’s important that your answer shows that you can work with others and resolve issues effectively.

Example: “I was working on a project where I had to collaborate with several other people, including my manager. We were all trying to get our tasks done by a certain deadline, but we weren’t sure if we could do it. My manager and I decided to have a meeting with everyone else involved in the project so we could discuss what needed to be done and when. After talking about everything, we realized we could complete the project before the deadline. Everyone agreed to stay late one night to finish up.”

18. What do you know about VIA Rail Canada’s safety regulations?

The interviewer may ask this question to assess your knowledge of the company’s policies and procedures. This is an opportunity for you to show that you are familiar with VIA Rail Canada’s safety regulations, which can help you perform your job more effectively.

Example: “I know that VIA Rail Canada has a zero-tolerance policy when it comes to speeding on the tracks. I also understand that if we violate any rules or regulations, we could lose our jobs. In my last position as a conductor, I had to enforce these rules and ensure that all conductors were aware of them. We held monthly meetings where we discussed the most recent violations and how they affected other employees.”

19. What do you know about our company culture?

This question is a great way for the interviewer to assess your research skills and determine whether you are familiar with their company. It also allows them to see if you would be a good fit for their organization. When answering this question, it can be beneficial to mention something specific about the company that shows you have done some research.

Example: “I know that VIA Rail Canada has an excellent reputation in the transportation industry. I’ve heard many people speak highly of the customer service they provide on board the trains. I’m excited to learn more about how you maintain such high standards of quality.”

20. Do you speak French?

VIA Rail Canada is a bilingual company, so the interviewer may ask this question to see if you can speak French. If you don’t speak French, you can explain that you’re willing to learn it. If you do speak French, you can mention any other languages you know.

Example: “I’m sorry to say I don’t speak French, but I would be happy to take French lessons if hired. I have always wanted to learn another language and am excited about the opportunity.”