Laura Hedley, Head of Consultancy and Talent Services at the OPC, offers valuable insights on how to better equip teams to handle customer conflict while delivering exceptional service.
With the government’s ‘Plan for Change,’ rail operators face pressure to enhance passenger experience, customer value and operational efficiencies. As occupational psychologists specialising in human factors and safety performance and behaviour at work, the OPC has long supported rail operators in delivering exceptional customer service and managing passenger conflict through research, tailored training, and assessment tools.
What Passengers Value Most
Passengers expect smooth journeys—short queues, clear ticketing options at the best fare, and timely travel updates. Onboard, cleanliness, seating, and clear communication during delays shape their experience. Great customer care relies on empathy, problem-solving, and efficiency. The OPC worked with a train operator to gather customer service insights from over 150 passengers at a busy London terminal. “The research highlighted that first and last impressions matter most. A warm greeting with a smile, a sincere ‘thank you,’ and a pleasant farewell make a real difference,” says Laura Hedley. “Small, thoughtful interactions turn a routine journey into an exceptional customer experience.”
However, excellent customer service isn’t just about friendliness—it’s also about handling challenges, including conflict resolution.
Managing Interpersonal Conflict
Conflict is inevitable in high-pressured transport environments. Frequent workplace conflict can increase staff absenteeism by up to 6%, raises healthcare costs by 50% and effects retention. It also heightens the risk of errors, safety incidents and workplace accidents. “Even short concourse holding delays can heighten frustration, leading to tense situations,” explains Laura. “Staff must balance crowd control, de-escalate tensions, and prioritise safety—all affecting their well-being.” Effective conflict management relies on early recognition of potential issues, calm decision-making, and empathy to de-escalate situations efficiently. Poor handling can lead to reactive customer responses, and missed opportunities for resolutions that de-escalate situations efficiently.
How Can Leaders Better Support Conflict Management?
Effective conflict management isn’t just about individual ability. The OPC highlights four key pillars that shape how well employees handle conflict.
1. Personal Behaviours & Non-Technical Skills (NTS)
Some employees excel in conflict resolution due to their underlying NTS. E.g., resilience, while others need support. “Staying calm under pressure is key. Emotional control and empathy matter as much as knowing policies or understanding delays,” says Laura Hedley. “Identifying potential conflict points in frontline roles and aligning recruitment and training can improve performance.”
2. Experience & Training
Conflict management can be influenced by learning. Quality inductions, ongoing development and shared learning, through scenario-based training all help staff build confidence. “Customer-facing teams are in the ‘firing line.’ Providing the right tools and practice helps them manage conflict effectively while protecting their well-being,” Laura emphasised.
3. Job Design & Organisational Support
Clear expectations, structured escalation processes, and strong leadership guidance empower employees. “Staff perform better when they feel supported and have a clear framework to follow,” said Laura.
4. Recruitment & Selection
Hiring individuals with the right NTS ensures they can excel in both customer service and conflict management. “The right person matched to the right role profile makes all the difference. Mindset and approach are just as important as NTS.”
“Strengthening these four pillars helps create a culture where employees feel supported and more confident, leading to a safer, more positive experience for staff and passengers,” Laura summarised.
Recruiting the Right Customer Service Professionals
OPC Assessment provides tools to help identify top candidates for customer-facing roles:
- Customer Service Personality Questionnaire (CSPQ): Evaluates key personality traits like resilience and customer focus.
- Customer Service Situations (CSS): A situational judgment test assessing service orientation and problem-solving.
- Managing Unexpected Situations (MUS): Measures a candidate’s ability to respond to evolving challenges.
Bespoke or off-the-shelf Role-Play exercises are also available.
Customer Service vs. Safety Priorities
Investing in customer service training is as vital as developing safety-critical performance. “Skilled employees with the right support can de-escalate conflict, enhance passenger satisfaction, and contribute to a safer railway,” says Laura. “Great service should never come at the expense of safety. Passengers may not always understand railway risks. So, preventing unsafe actions is essential. Strong communication and conflict management skills ensure employees can deliver excellent service while prioritising safety.”
Strengthen your team’s Customer Service skills today. Contact the friendly OPC team for tailored training and assessment tools.
Manufacturing & Engineering Magazine | The Home of Manufacturing Industry News
