The smile on L13

“We will shortly be arriving at Oslo Central Station.”

Sveinung Groven's Bø dialect resonates pleasantly through the speaker system.

As the train from Dal in Eidsvoll comes to a stop at the busy station in the capital, he quickly makes his way to the platform to make sure that all passengers can get on and off safely. Soon after that, he signals to the driver to let him know that the L13 journey towards Drammen can continue.

The announcements on the speaker system are as close as he gets to using his training as a radio journalist. He also spent several years in the construction industry before choosing the railways as his workplace 15 years ago.

A decision he has yet to regret.

“I’ve found my place in life and a job that suits me perfectly,” Sveinung says.

One of the things that brings value to his working day is the many people he meets. Something he looks forward to every single day.

“You meet people from all walks of life and people in different situations. That’s one of the things that make this job so incredible,” the father of three explains.

The public face of the train

It’s time to check the tickets.

“Hello, hello! Are you heading off on your holidays? Been to town? Now that sounds like fun. Have a great journey!”

Smiles and small talk come easily to Sveinung as he passes through the train. He nods and smiles at passengers. Occasionally, he will sit down so he is at eye level to answer questions or give some tips about the Vy app.

“As a conductor, you are the host on the journey and the public face of the train. Creating a positive atmosphere and ensuring that the train journey is enjoyable is a very meaningful task.”

He recounts his experiences as the train passes through the landscape. It often doesn’t take a lot.

“On local trains, people often have low expectations of the journey, as they are focused on getting to their destination on time. Simply saying hi, sharing a smile and paying attention to people gives passengers a little extra. It’s very satisfying to find little ways of appreciating the different passengers. It makes the day that bit better!”

He has been training budding conductors for the last ten years. When he does, he will often describe the train as a stage.

“The passengers are your audience and they notice what you do and say. You don’t have to be a comedian, but if you can get comfortable being on that stage, it will bring joy to both yourself and your passengers.”

Everyone must be able to feel safe on the train

The vigilant eye of the conductor surveys the carriages. The toilet is inspected, an empty drinks can is thrown away. Although providing customer service is a key part of the role, there is another responsibility that is even more meaningful.

“Our most important task is to be responsible for the safety of and looking after our passengers. Travelling by train should be seen as safe for adults, children and young people alike. This means that we need to be approachable, inspect all carriages and keep an eye on what’s happening.

The pleasant, memorable events are definitely in the majority. For example large birthday groups entertaining the entire carriage or daycare children on excursions who ask to try on your hat or hold the flag.

Thankfully, the dramatic episodes are few and far between.

“Of course, you may be unlucky, but you often end up with the day you set out to create. Most things can be resolved smoothly if you handle situations with a positive approach. And the vast majority of our customers are very positive.”

Seeing the customer's point of view

Although the majority of departures run according to schedule, there can be days when things don’t go quite so smoothly.

“The most challenging thing is when we experience signalling faults or infrastructure that doesn’t work and we aren’t sure what will happen next. With 300 people on the train, it’s not quick and easy to get them moved to buses that can take a maximum of 50 people.

In these situations, it’s crucial that we provide good information and view the situation from the customer’s perspective.”

“You have to be able to show sympathy with customers in difficult situations and have a basic understanding of their situation. Everyone on the train is there for a reason that is important to them and most have somewhere they need to be.”

Some passengers can sometimes take their frustrations out on the conductor. This is something Sveinung is able to put up with.

“You have to develop slightly thicker skin and sometimes the customer might feel a bit better after a little outburst. Thankfully, we are rarely told off as long as we are available and provide good information. And most of the time we do run on schedule.”