Proven experience and expertise
People working in the rail industry can often encounter challenging behaviour due to the enforcement nature of the roles, remote working and the sheer diversity and unpredictability of human behaviour.
Most conflict can be avoided by delivering a good standard of service and positive communication. However, there will be situations that need careful handling, ranging from a dissatisfied, angry or vulnerable customer, to disruptive individuals and groups, such as sporting fans, fare evaders and people under the influence of alcohol.
Knowing what to say and do in such situations can make all the difference for the staff member, the customer and the company’s reputation. This helps to ensure a positive and safer outcome is achieved in these difficult and challenging interactions.
Our work with train operating companies and the British Transport Police was pioneering in the development of Travel Safe schemes in the UK. In Australia, we have also worked extensively with Train Operating Companies including Australia’s biggest public transport project.