Palembang – In an effort to enhance public service quality, Balai Pengelola Kereta Api Ringan Sumatera Selatan(BPKARSS) held a Service Excellent Training for its service staff on the LRT Sumatera Selatan in 2024. The two-day event, held on Tuesday and Wednesday, August 27-28, 2024, aimed to provide in-depth knowledge on the concept and implementation of excellent service for LRT Sumsel's service staff.

The training took place at one of the training rooms in the Balai Pengelola Kereta Api Ringan Sumatera Selatan and was officially opened by the Head of the Balai, Rode Paulus G.P. In his opening speech, he expressed his hopes that the training would serve as the foundation for improving the quality of LRT Sumsel's services. "Outstanding service is the foundation for the success of modern public transport. With this training, we aim to ensure that LRT staff can deliver services that are not only professional but also focused on customer satisfaction," he said.

Focus of the Training: Service Excellence and Improving Customer Understanding

The training featured two expert speakers: Dely Febrija, who presented on the concept and implementation of service excellence, and Bapak Hikma, who addressed how to handle vulnerable groups.

In her session, Dely Febrija outlined the basic elements of excellent service that every service staff should understand. She emphasized that service is not just about providing what customers need, but also about creating a pleasant and memorable experience. "Excellent service involves a combination of cost, safety, quality, and satisfaction. Service staff must not only meet customer expectations but exceed them," Dely explained.

Furthermore, Dely trained the participants on how to be approachable, friendly, and maintain professionalism. "A friendly attitude is not just judged by a smile but also by body language, tone of voice, and understanding of the customer's needs. Staff must be able to read customer needs even before they are spoken," she added.

Psychological Understanding and Handling Vulnerable Groups

The second speaker, Bapak Hikma, discussed how to handle customers with special needs or vulnerable groups, including the elderly, children, and people with disabilities. In this session, participants were taught how to understand body language, expressions, and the psychological conditions of customers.

"Service staff must be more sensitive to the needs of vulnerable groups. For example, knowing how to approach a customer who seems anxious or a customer who may have difficulty communicating. This must be done with empathy, without making the customer feel uncomfortable," explained Hikma.

Hikma also conducted practical simulations on interacting with various types of customers, from those requiring physical assistance to those needing emotional support. This approach aimed to help participants improve their adaptability in different customer service situations.

Interactive Training Methods and Simulations

The training utilized an interactive method that included discussions, case studies, and hands-on simulations. Participants were encouraged to role-play as both service staff and customers in real-life situations. This method allowed them to gain a deeper understanding of the various scenarios they might face on the job.

One participant, Andi, shared that the simulations helped them grasp the essence of excellent service. "Through these simulations, I learned how to handle different types of customers, whether they are friendly or possibly upset. This is valuable experience that will help us on the job," he said.

Support for Improving LRT Sumsel Services

Balai Pengelola Kereta Api Ringan Sumatera Selatan recognizes that public service is not only about adequate infrastructure but also about having skilled and capable human resources. Therefore, the training is expected to be a strong foundation for enhancing the service standards of LRT Sumsel.

"This training is a first step in ensuring that LRT staff can provide a comfortable and safe travel experience for all passengers," said Rode Paulus G.P. during the event's closing. He also emphasized that similar training sessions will continue to be held periodically to meet the evolving needs of the public.

Furthermore, participants who have undergone the training are expected to serve as role models and share their knowledge with their colleagues. In this way, the positive impact of the training can be felt throughout the LRT Sumsel service network.

Hope for the Future of Public Service

As a key mode of transportation for the people of Palembang and surrounding areas, LRT Sumsel plays an important role in encouraging the use of efficient and environmentally friendly public transportation. Therefore, improving customer service remains a top priority.

With this training, it is hoped that LRT staff will not only understand the technical aspects of service but also be able to establish positive relationships with passengers. Success in delivering excellent service will not only impact customer satisfaction but also enhance the image of LRT Sumsel as a modern public transportation system.

The Service Excellent Training for LRT Sumatera Selatan Service Staff 2024 demonstrates Balai Pengelola Kereta Api Ringan Sumatera Selatan's strong commitment to continuous innovation and providing the best service. With improved service quality, it is expected that LRT Sumsel will become the primary choice for public transportation in the region.