Consistent Expertise on the Road – High-Quality and Safe Service

Drivers are at the core of Pohjolan Matka’s service. They meet customers face-to-face, are responsible for safety, and help create the atmosphere of the travel experience. Investing in drivers’ skills is not only a legal obligation but also a strategic choice.

The law requires professional drivers to complete five days of training over a five-year period, and at Pohjolan Matka these professional qualification training sessions are provided by Finnish professional training service company Savon Koulutus Oy.

“The training focuses on the driver’s overall role, not just driving,” says Pohjolan Matka CEO Johanna Lehtonen.

Tailored Professional Qualification Training Supports Consistent Service

The themes of the professional qualification training days vary, but what they all have in common at Pohjolan Matka is that they are tailored specifically to the company’s needs. The training incorporates the company’s own guidelines and internal practices.

“The training supports a unified operating culture and a consistent customer experience throughout the company. When the training is based on the company’s own practices and delivered according to the same principles at every location, the results are also visible to customers,” continues CEO Johanna Lehtonen.

The training provided by Savon Koulutus covers topics such as road safety and defensive driving, first aid and emergency response, vehicle technology and the safe use of equipment, as well as customer service and communication skills. The training also addresses how to interact with passengers from special groups.

Around 220 Pohjolan Matka drivers participate in the training annually across seven locations. Although the training content is the same for everyone, trainers also take local priorities into account. For example, in some locations drivers mainly operate short charter trips with international tourists, while in others there is a greater focus on scheduled public transport services.

“Social trends are also reflected in drivers’ work, and these topics generate discussion among drivers,” says trainer Jussi-Pekka Räsänen.

Johanna Lehtonen of Pohjolan Matka has personally attended some of the training days and has paid particular attention to the pedagogical skills of Savon Koulutus trainers.

“You can clearly see that the trainers come from a teaching background. The training is a major investment for the company and an opportunity to bring staff together, so these are very important days for us in every respect.”

One piece of feedback from drivers has been considered especially meaningful praise: “Mandatory training doesn’t actually feel like a chore.”

The Demands on Drivers Continue to Increase

As the industry saying goes, 80 percent of a driver’s work involves something other than driving. Today, professionals are increasingly expected to have language skills, customer service expertise, and the ability to handle diverse interaction situations.

“Good communication skills can also help anticipate situations and prevent them from escalating,” says trainer Jukka-Pekka Räsänen.

The occasionally poor condition of Finland’s road network creates additional challenges for drivers’ workdays.

“In addition, drivers must be able to manage stress and pressure. The condition of the road network and the demanding nature of traffic require patience and strong self-management skills,” CEO Lehtonen continues.

“Our industry is heavily regulated, and competency requirements are constantly evolving. We maintain active and close dialogue with our staff about these matters,” says Lehtonen.

Cooperation between educational institutions and working life is important, because together we are developing the professionals of the future — and at the same time shaping the future of the entire industry.

The original article is in Finnish and can be found from Savon Koulutus webpages.