Supporting rail operators across Asia Pacific to select and develop confident, customer-focused teams
At the OPC, we understand how challenging customer-facing roles can be, particularly when passengers are unhappy and tensions rise. Through our work with UK rail operators, we’ve developed valuable insights into the Non-Technical Skills (NTS) that support composure, effective communication, and conflict resolution in frontline settings.
Great customer care often starts with a warm, friendly approach and a finishing smile and good onward journey. However, when things become difficult, other skills may need to come to the fore. For example, being able to recognise early signs of inappropriate behaviour, staying calm under pressure, and using empathic language to defuse a situation can make a real difference. Involving others or escalating a problem can help to find a solution, with the aim of the interaction ending positively for everyone.
But not all employees can cope well in the face of conflict or tension. Why do some individuals manage better than others? Our psychology expertise suggests there are four key influences:
- Non-Technical Skills (NTS): Traits such as emotional regulation, resilience, and a natural commitment to service can help staff respond constructively in pressured customer service situations.
- Training & Experience: Practical experience, combined with structured learning e.g., scenario-based training or team learning from real incidents, can help build skills and confidence over time.
- Job Design & Organisational Support: Clear escalation processes, defined role boundaries, and strong team dynamics can help employees manage situations more effectively.
- Recruitment & Selection: Selecting individuals with the right profile from the outset can help support consistently strong performance.
OPC Assessment offers a suite of customer service assessment tools to support organisations when selecting and developing staff with the potential to deliver great service. Even under pressure! Each tool in the Customer Service Series provides different perspectives on the key attributes needed for success in frontline roles. Some of the tools to choose from are:
- Customer Service Situations (CSS): A Situational Judgement Test (SJT) presenting realistic, customer-facing scenarios. Candidates are asked to rank different response options, giving insight into their judgement, empathy, and ability to prioritise under pressure. The CSS is a practical, job-relevant tool and can be useful alongside traditional interviews or personality questionnaires.
- Customer Service Verbal Test (CSVT): This verbal reasoning test assesses a candidate’s ability to interpret written information and follow customer service procedures accurately. With 24 multiple-choice questions based on typical workplace communications, it’s ideal for roles requiring clear, accurate verbal understanding and decision-making.
- Customer Service Personality Questionnaire (CSPQ): A personality tool that explores key behaviours and attitude styles linked to effective customer service, such as resilience, flexibility, and motivation. It can help evaluate how individuals are likely to approach customer interactions and handle pressure.
- Managing Unexpected Situations (MUS): This is a paper-based test that assesses how well a candidate can problem-solve and stay calm in evolving or high-pressure situations.
- Role-Play Exercises: Available as off-the-shelf or designed bespoke scenarios, role-plays simulate real-world customer interactions, offering a rich insight into how candidates may perform.
These tools are grounded in psychological research and have been developed with real workplace demands in mind. They offer practical, evidence-based support for building confident, capable teams who are well prepared to handle the everyday realities of customer service in the rail industry.
Laura Hedley, Head of Consultancy and Talent Services at the OPC, recently explored the theme of excellence in customer service in more detail in an article for April’s Rail Professional Magazine.
Want to Strengthen Your Customer-Facing Teams?
If you’re looking to enhance your recruitment process and select individuals who are more likely to deliver calm, confident and compassionate service, even under pressure, then get in touch with the friendly OPC Assessment team. We’d love to help you find the tools that fit your organisation’s customer service needs.
Contact us today:
T: +44 (0)1923 234646
