Rail Professional Magazine (April 2025) Article: Composure in Customer Service
In a recent Rail Professional Magazine article, Laura Hedley explores what effective customer interactions look like in the rail industry and how to equip front-line staff with the special skills needed to deliver high standards of service. This discussion aligns with the Government’s commitment to putting passengers first, adding pressure on operators to enhance rail performance and elevate customer experiences amid rising service expectations. The article also highlights the challenges and impact of managing interpersonal conflict on employees, and explores how leaders can help customer-facing staff remain composed and deliver excellent service.
Laura outlines common customer expectations across the rail journey; from fast, accurate service at ticket offices to clear, timely communication during disruptions and delays. The OPC’s research with over one hundred and fifty passengers at a busy London terminal showed that small, thoughtful actions, like friendly greetings and warm farewells with a smile, can significantly enhance customer experience.
However, delivering excellent service isn’t just about being friendly. The piece also acknowledges the real-world challenges of managing conflict in a high-pressure environment. From crowd control to de-escalating tense situations, customer facing staff face difficult scenarios that can impact safety, their personal well-being, and influence employee retention.
Laura emphasised that successful conflict management depends on more than an individual’s Non-Technical Skills (NTS.) It is supported by some key organisational pillars:
| 1. Personal Behaviours and NTS: | Traits like resilience, empathy or emotional control. |
| 2. Experience and Training: | Realistic, scenario-based training ensures teams are well-prepared. |
| 3. Job Design and Support: | Clear escalation procedures and strong leadership help staff feel empowered to perform. |
| 4. Recruitment and Selection: | Matching the right skills for customer-facing roles can ensure a better fit and help improve long-term outcomes. |
"Staying calm under pressure is key. Emotional control and empathy matter as much as knowing policies or understanding delays."
Laura Hedley; Head of Consultancy and Talent Services at the OPC
Assessment tools like the following are highlighted as valuable recruitment resources designed to help identify candidates with strong customer service potential:
- Customer Service Personality Questionnaire (CSPQ)
- Customer Service Situations (CSS)
- Managing Unexpected Situations (MUS)
The feature closed with an important reminder that customer service and safety are not opposing goals. With the right training, tools and ongoing support, employees can deliver both. Skilled staff can defuse conflict, enhance customer satisfaction, while keeping passengers safe.
You can read the full Rail Professional article here.
Would you like to strengthen your customer service capability? Get in touch with the friendly OPC team to explore tailored training and assessment solutions.
The insights and some elements from this article supporting the development of customer service, were also featured in a concise Guest Writer Feature in Rail Business Daily’s News bulletin. You can read the short feature here.