Human-Centric Logistics Services Become New Standard, Good Communication Enhances Customer Comfort

The logistics industry continues to evolve alongside rising public expectations for service quality. Today, customers demand not only punctual deliveries but also a comfortable, clear, and reassuring experience from the moment a package is sent until it is received. Amid these changes, the concept of human-centric logistics services is gaining traction. This approach emphasises empathy, flexibility, and transparent communication to ensure customers feel at ease throughout the delivery process. This human-centric service is generally realised through several key aspects: personalised communication, such as informative and easy-to-understand notifications rather than mere status updates; transparency when problems arise, with honest explanations regarding the cause of delays and updated delivery estimates; direct access to customer service, allowing customers to speak with a representative when facing issues instead of relying solely on automated systems; delivery flexibility, including independent rescheduling, alternative drop-off locations, and specific instructions that are genuinely followed by the courier; attention to courier welfare, as delivery partners working in good conditions tend to provide friendlier and more professional service; and simplified complaint handling, including swift claims processes for damaged or lost items and compensation for deliveries exceeding the estimated time. This approach is considered effective in building customer trust and creating a more positive delivery experience. Beyond just speed, logistics services are now required to deliver more humane communication that is oriented towards customer needs. In line with this trend, several logistics companies are strengthening their human resource competencies, particularly the communication skills of couriers who serve as the front line in direct customer interaction. One such initiative was undertaken by Lalamove Indonesia through its Lalamove Driver Academy, which held a workshop titled ‘Polite Greetings, Smooth Fortune: The Art of Communication for Exemplary Driver Partners’, attended by 50 driver partners in the Greater Jakarta area. Lalamove Indonesia Managing Director, Andito B. Prakoso, stated that service quality is determined not only by delivery speed but also by the quality of communication between partners and customers. ‘We continue to invest in developing our partners’ competencies, including communication skills that can enhance customer trust while strengthening their professionalism,’ he said.