The terminal operator trains employees in communication and service excellence to strengthen customer satisfaction, support growing cargo volumes, and reinforce competitiveness in Indonesia’s logistics sector
PT Terminal Teluk Lamong (TTL) has strengthened employee training programs aimed at improving customer service standards and communication skills as the container terminal operator seeks to support rising cargo volumes and enhance customer experience.
The company, in cooperation with PT Pendidikan Maritim dan Logistik Indonesia (PMLI), conducted a two-day training program titled “Effective Communication for Excellent Service” on June 18-19 in Surabaya. The program brought together 40 employees from across the TTL Group, including staff members and senior executives.
The initiative forms part of TTL’s broader strategy to develop human resources and foster a service-oriented culture throughout the organization as competition in the logistics and port sector intensifies.
TTL President Director David Pandapotan Sirait said the company’s improving operational performance must be matched by stronger service quality to meet growing customer expectations.
“TTL is currently recording very significant throughput growth. As container flow volumes increase, service challenges are becoming more complex,” David said during the program’s opening session.
He added that customer feedback should serve as both an evaluation tool and a driver for continuous improvement.
According to David, effective communication is a critical capability for employees across all business functions, particularly in the port and logistics industry where interactions with customers play a central role in maintaining trust and long-term business relationships.
“Service excellence is not solely the responsibility of the Customer Service function, but is the responsibility of all PT Terminal Teluk Lamong employees,” he said.
“Every TTL employee, both in operations and support functions, contributes to shaping the customer experience. With a spirit of collaboration and a culture of serving with heart, I am confident that TTL will be able to provide consistent, responsive service and add value to all service users.”
The training covered key aspects of service excellence, including building positive first impressions, effective verbal and non-verbal communication, service ethics across various communication channels, and complaint-handling strategies focused on professionalism and problem-solving.
Participants also took part in interactive discussions, case studies, simulations and practical exercises designed to help employees apply the lessons in day-to-day operations.
TTL said service quality is a shared responsibility involving all departments, including operations, planning, operational support and Quality, Health, Safety, Security and Environment (QHSSE) functions.
The company believes that strengthening communication skills across the organization can help improve responsiveness, accelerate problem resolution and enhance customer satisfaction.
Through its collaboration with PMLI, TTL aims to ensure employees can translate the training into measurable improvements in operational performance and service delivery.
The company said the initiative supports its long-term transformation into a modern, reliable and globally competitive container terminal operator while strengthening customer loyalty and business sustainability.
David said operational achievements alone are insufficient to guarantee long-term success.
“Ultimately, operational success isn’t just measured by productivity, but also by how customers perceive the quality of service we provide,” he said.