{
    "success": true,
    "data": {
        "id": 1843789,
        "msgid": "human-centric-logistics-services-become-new-standard-good-communication-enhances-customer-comfort-1783345970",
        "date": "2026-07-06 20:11:26",
        "title": "Human-Centric Logistics Services Become New Standard, Good Communication Enhances Customer Comfort",
        "author": "",
        "source": "VIVA",
        "tags": "bisnis",
        "topic": "Business",
        "summary": "The logistics industry is shifting towards a human-centric service model that prioritises transparent communication and customer peace of mind. Lalamove Indonesia is investing in this approach by training its driver partners in effective communication skills. The initiative aims to build customer trust and improve the overall delivery experience beyond just speed.",
        "content": "<p>The logistics industry continues to evolve alongside rising public\nexpectations for service quality. Today, customers demand not only\npunctual deliveries but also a comfortable, clear, and reassuring\nexperience from the moment a package is sent until it is received. Amid\nthese changes, the concept of human-centric logistics services is\ngaining traction. This approach emphasises empathy, flexibility, and\ntransparent communication to ensure customers feel at ease throughout\nthe delivery process. This human-centric service is generally realised\nthrough several key aspects: personalised communication, such as\ninformative and easy-to-understand notifications rather than mere status\nupdates; transparency when problems arise, with honest explanations\nregarding the cause of delays and updated delivery estimates; direct\naccess to customer service, allowing customers to speak with a\nrepresentative when facing issues instead of relying solely on automated\nsystems; delivery flexibility, including independent rescheduling,\nalternative drop-off locations, and specific instructions that are\ngenuinely followed by the courier; attention to courier welfare, as\ndelivery partners working in good conditions tend to provide friendlier\nand more professional service; and simplified complaint handling,\nincluding swift claims processes for damaged or lost items and\ncompensation for deliveries exceeding the estimated time. This approach\nis considered effective in building customer trust and creating a more\npositive delivery experience. Beyond just speed, logistics services are\nnow required to deliver more humane communication that is oriented\ntowards customer needs. In line with this trend, several logistics\ncompanies are strengthening their human resource competencies,\nparticularly the communication skills of couriers who serve as the front\nline in direct customer interaction. One such initiative was undertaken\nby Lalamove Indonesia through its Lalamove Driver Academy, which held a\nworkshop titled \u2018Polite Greetings, Smooth Fortune: The Art of\nCommunication for Exemplary Driver Partners\u2019, attended by 50 driver\npartners in the Greater Jakarta area. Lalamove Indonesia Managing\nDirector, Andito B. Prakoso, stated that service quality is determined\nnot only by delivery speed but also by the quality of communication\nbetween partners and customers. \u2018We continue to invest in developing our\npartners\u2019 competencies, including communication skills that can enhance\ncustomer trust while strengthening their professionalism,\u2019 he said.<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/human-centric-logistics-services-become-new-standard-good-communication-enhances-customer-comfort-1783345970",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}