{
    "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 regarding the quality of delivery services. Customers now\ndemand more than just timely arrivals; they seek a delivery experience\nthat is comfortable, clear, and provides a sense of security from the\nmoment an item is dispatched until it is received.<\/p>\n<p>Amidst these changes, the concept of humanistic logistics services is\ngaining significant attention. This approach prioritises empathy,\nflexibility, and transparent communication to ensure customers feel more\nat ease throughout the delivery process.<\/p>\n<p>In general, humanistic logistics services are manifested through\nseveral key aspects:<\/p>\n<ul>\n<li><p>More personalised communication, such as informative and\neasy-to-understand delivery notifications, rather than mere package\nstatus updates.<\/p><\/li>\n<li><p>Transparency when issues arise, providing honest explanations\nregarding the causes of delays along with updated delivery time\nestimates.<\/p><\/li>\n<li><p>Direct access to customer service, allowing customers to speak\nwith personnel when facing problems instead of relying solely on\nautomated systems.<\/p><\/li>\n<li><p>Delivery flexibility, ranging from self-service rescheduling and\nchoosing alternative delivery locations to providing specific\ninstructions that couriers must strictly follow.<\/p><\/li>\n<li><p>Attention to courier welfare, as delivery partners working in\ngood conditions tend to provide more friendly and professional\nservice.<\/p><\/li>\n<li><p>Simplified complaint handling, including fast processes for\nclaiming damaged or lost goods and providing compensation if deliveries\nexceed the estimated time.<\/p><\/li>\n<\/ul>\n<p>This approach is considered capable of building customer trust while\ncreating a more positive delivery experience. Beyond prioritising speed,\nlogistics services are now required to provide more human-centric\ncommunication oriented towards customer needs.<\/p>\n<p>In line with this trend, several logistics companies have begun\nstrengthening the competence of their human resources, particularly the\ncommunication skills of couriers who serve as the frontline interacting\ndirectly with customers.<\/p>\n<p>One such initiative is being undertaken by Lalamove Indonesia through\nthe Lalamable Driver Academy with a workshop titled \u201cPolite Greetings,\nSmooth Fortune: The Art of Communication for Exemplary Driver Partners,\u201d\nattended by 50 driver partners in the Greater Jakarta area.<\/p>\n<p>The Managing Director of Lalamove Indonesia, Andito B. Prakoso,\nstated that the quality of logistics services is determined not only by\ndelivery speed but also by the quality of communication between partners\nand customers. \u201cWe continue to invest in the competency development of\nour partners, including communication skills that can increase customer\ntrust while strengthening their professionalism,\u201d 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"
}