I need my answers checked. Help!

[Trejan]

Hello, I am going to apply for a job online and need my answers checked for grammatical and punctuation errors?

Question 1 - Hypothetical Question

Customer Focus

Imagine you are working at the station barrier of a LU station. An elderly tourist with limited English comes up to you. He is carrying a number of bags and he is able to communicate that he is lost and needs to get to Heathrow. (Please use no more than 250 words in answering both parts of this question)

a. What would you do?

b. Why would you act in this way?

Can you please find my mistakes and help me correct it?

Answer a.

Firstly, I would find out which country he is from and what languages he can speak. Then, if there any colleagues who speak these languages, I would call them to talk to the tourist and clearly understand what he/she needs or wants?

Secondly, I would comfort him/her by saying that I can assist him/her get to the Heathrow airport and that he/she is safe and need not worry.

Thirdly, I would show the tourist a map to let him/her know where he/she is on the map and where the airport is and how that tourist can travel to get to the airport as soon as possible.

Finally, I would assist him/her with the bags and put them in the train that will take him/her to the Heathrow airport. If it was possible, I would also inform a colleague, who is working in the station that the tourist will get off, to help him/her with directions and the bags.

Answer b.

If we can communicate with the tourist in a language he/she can understand well, then we would be better able to understand what the tourist wants and provide a better customer service.

If the tourist feels lost and needs to go to the airport. I think we have to comfort the person to reduce their anxiety by showing him/her where they are on the map and how they can go there. This way the tourist won’t feel lost.

Since the person is an elderly tourist, it is our duty as humans to help those who need it, especially, the people who are elderly and do not speak the local language well enough. The service the tourist receives will also impact the possibility of future tourists who will visit this country.

Thank you