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SLASPA – Committed to Customer Service Excellence

In this issue of Portfolio, 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 have enabled 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 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 developed for areas in need of improvement.

To ensure excellent service delivery at all times, through the help of the Marketing & Research Department and the Employee Development and Training Unit of the Human Resource Department, many employees have received training specially developed for the airport and seaport environment and customer service agents have been appointed for most of our facilities and service areas.  

Customer service also extends to our weekly Portfolio column, regular website updates, appearances on Drive-By, Port News which is sent to all customers and regular email notice updates, which ensure that customers are always well informed on developments within the organisation. Excellent service delivery through management’s commitment, well trained staff and flexible operations is our number one priority.

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