SURABAYA (ISL News) - PT Terminal Teluk Lamong (TTL), in collaboration with PT Pendidikan Maritim dan Logistik Indonesia (PMLI), held a training course on "Effective Communication for Excellent Service" on June 18–19, 2026, at the Aloft Hotel in Surabaya. This activity is part of the company's commitment to improving human resource competency while strengthening a culture of excellent service across the organization.
The training was attended by 40 TTL Group employees, ranging from staff to senior leaders. The program aimed to build a shared understanding that service quality is a shared responsibility, supporting customer satisfaction, enhancing company competitiveness, and sustaining business performance.
As a service-quality-oriented container terminal operator, TTL views effective communication as a key competency in creating a superior customer experience. In the port and logistics industry, which involves high levels of interaction with service users, quality communication is a crucial factor in building trust, maintaining long-term relationships, and providing prompt and appropriate solutions to customers.
However, excellent service isn't solely the responsibility of Customer Service or Customer Care. All work units play an equally important role in creating a positive customer experience, from operations and planning to operations support, to Quality, Health, Safety, Security, and Environment (QHSSE) functions.
In his opening remarks, the President Director of PT Terminal Teluk Lamong, David Pandapotan Sirait, emphasized that improving service quality must go hand in hand with the growth of the company's operational performance.
"TTL is currently recording significant throughput growth. As container volumes increase, service challenges also become more complex. Customer expectations continue to rise, and the feedback we receive must serve as both evaluation material and motivation for continued improvement," said David.
According to him, this condition must be answered through the readiness of all company employees to provide fast, responsive, professional, and customer-oriented services.
"Service excellence is not solely the responsibility of Customer Service, but of all PT Terminal Teluk Lamong employees. Every TTL employee, both in operations and support functions, contributes to shaping the customer experience. With a spirit of collaboration and a culture of genuine service, I am confident that TTL will be able to deliver consistent, responsive service that adds value to all its users," added David.
During the two-day training, participants received training on the concept of service excellence, techniques for building a positive first impression, effective verbal and nonverbal communication, service ethics through various communication media, and strategies for handling customer complaints in a professional, objective, and solution-oriented manner. The training was also delivered interactively through discussions, case studies, simulations, and hands-on practice so participants could apply the material in everyday work situations.
Through a collaboration with PT Pendidikan Maritim dan Logistik Indonesia, TTL hopes all participants will be able to implement the acquired competencies in their daily operations. This human resource capacity building is expected to improve service quality, enhance customer satisfaction and loyalty, and support TTL's transformation into a modern, reliable, professional, and globally competitive container terminal.
"Because ultimately, operational success isn't just measured by productivity, but also by how customers perceive the quality of service we provide," David concluded.
(ISL News Editorial Team/Corcom TTL).
