In this issue, we will focus on SLASPA’s commitment to customer service excellence in the increasingly competitive port environment.

In our commitment to customers, the internal departments within SLASPA work together to ensure excellent and consistent service delivery at all of our facilities and offices. Listening to our customers is one of the key activities that will enable us in becoming more customer focused. In recent times, we have conducted forums with both internal and external customers in an effort to better understand our client base, their needs and how to improve service delivery.

We complement these forums with quarterly customer service reports that are generated from analyzed customer feedback forms and from customer suggestion boxes that are strategically located at all SLASPA’s facilities. Facility managers review these reports and action plans are proposed for areas in need of improvement.

To ensure excellent service delivery at all times, through the help of the Marketing & Research Department and the Training Section of the Human Resource Department, many employees have received training specially developed for the airport and seaport environment and customer agents have been appointed for most of our facilities and service areas. To stamp our commitment to customer service excellence, we proudly sponsored the Award for Service Excellence at the recently held Business Awards where 1st National Bank was the gracious recipient.

Excellent service delivery through management’s commitment, well trained staff and flexible operations is our number one priority.

Customer Service Representative at Hewanorra International assisting a passenger