Behind the Delivery Service, Communication is the Key to Customer Satisfaction

JAKARTA - In the era of instant everything, delivery services have become part of the lifestyle of urban people. From sending documents, daily needs, to business orders, almost all activities now rely on fast and practical logistics services.

However, behind this ease, there is one thing that is increasingly gaining attention, namely the customer experience.

Now, consumers are no longer only judging the service from how fast the goods arrive at their destination. The way a driver partner greets, provides information, and responds to obstacles during the delivery process also affects customer satisfaction.

This is also in line with various international studies on customer experience. Harvard Business Review mentions in customer service, effective communication is not only about being friendly, but also the ability to provide solutions clearly and show concern for customer needs.

This approach is considered capable of increasing trust as well as building a more positive service experience.

Seeing the importance of these skills, Lalamove Indonesia is back with the Lalamove Driver Academy through a workshop titled "Sapa Santun, Rezeki Lancar: Art of Communication with Model Driver Partners".

The workshop, which was attended by 50 driver partners from the Jabodetabek area, was part of the company's commitment to equipping partners with skills that not only support daily work, but are also beneficial for self-development.

According to Andito B. Prakoso, Managing Director of Lalamove Indonesia, the quality of service is not only determined by operational aspects, but also by how partners build interactions with customers.

"We believe that quality logistics services are not only determined by delivery speed, but also by the quality of interaction between partners and customers," said Andito.

"Therefore, we continue to invest in the development of partner competencies, including communication skills that are able to increase customer confidence while strengthening their professionalism," he added.

Andito added that communication skills are valuable in the long run. In addition to supporting the activities of partners on the Lalamove platform, this skill can also be a capital for their career development in the future.

During the workshop, participants received various materials ranging from building effective communication with customers, increasing confidence, conveying information clearly, to dealing with conflicts with a professional attitude.

The material was delivered by Kemal Mochtar, Founder of Kemal Speaking Camp as well as a public speaking practitioner, radio announcer, and TV presenter, who shared his experience regarding the importance of communication in creating excellent services.

The importance of soft skills such as communication is also supported by various studies. A systematic review of empathy training for service workers shows that the ability to listen, understand customer situations, and convey information well contributes to improving service quality and customer satisfaction.

For driver partners, training like this is an opportunity to develop skills that can be applied not only while working, but also in daily life.

"I am very happy to have the opportunity to attend this workshop. The knowledge is very useful, not only for me as a driver but also when communicating with anyone anywhere," said Arifin, a Lalamove Driver Partner who is also active as a YouTube content creator.

"After attending this workshop, I realized that the way of communicating with customers also determines their experience. The materials we get are very relevant and can be applied directly when working," he continued.

This workshop is part of the Lalamove Driver Academy, a partner development program that continuously provides various training in the fields of security, entrepreneurship, and insights into the logistics industry.

Through this program, Lalamove also encourages the creation of a culture of polite, inclusive, and respectful communication in every interaction with customers.

Not only discussing communication skills, this session also presents the Lalamove Driver Operations team who share solutions to various operational challenges that partners often encounter in the field.

Participants also had the opportunity to discuss directly about the various obstacles they faced so that two-way communication between the company and driver partners was created.

In the midst of increasing public expectations for service quality, communication skills are now part of the professional lifestyle in the service industry.

An unforgettable service is not only measured by the speed of goods to their destination, but also by how customers feel valued in every interaction process.