Dhammika reminds that ‘Service Serves Us’

The educational and inspirational ‘Customer Experience’ trainer Dhammika Kalapuge repeated his new one day program ‘Service Serves Us’ on 22 November 2022 at Shangri-La Hotel, Colombo 2 with over 175 participants with a representation from nearly 50 companies.

The program overall achieved a ‘Net Promoter Score’(NPS) of +93%. Facilitator Dhammika Kalapuge said: “In this program, my intention was to show how every person, whether in front office or at any other function, is crucial in constructing the ‘Customer Experience’.

“I was trying to demonstrate how, in that journey, at each point of interaction, be it ‘touch’, ‘tec’, or ‘hybrid’, one should understand the importance of the ‘appropriate’ service that must be rendered, by taking personal responsibility, with specific actions, to create an overall ‘WOW’ ‘Customer Experience’.

“I highlighted what employee engagement in today’s workplace really means and its relevance to entities in making a differentiation through ‘Customer Experience’. My main objective in this program was to inspire the participants to be ‘realistically optimistic’, in achieving the best possible level in creating that customer experience under the given circumstances, through genuine customer care.”

Commenting on the program, Sarvodaya Finance CEO Nilantha Jayanetti said: “As a practicing marketer, I had been following the norm that I must create value to customers in order to capture value in return.

“But having participated in Dhammika Kalapuge’s inspirational and educational journey on ‘Service Serves Us’, I realised if I can release value for the customers’ wellbeing into the future, then we are extending ‘Genuine Customer Care’ which we all should aspire to achieve. Kalapuge’s program itself was a model for all of us to understand how to do it in all aspects when we are creating value to customers.”

Toyota Lanka Ltd. DGM Customer Experience and Transformation Ravi Opatha,

shared his view on this program facilitated by Kalapuge – ‘Service Serves Us’, mentioning that: “It was a truly gold mine of insights, unearthing fundamental of how to elevate the true customer experience to a level of ‘world-class’.

“I am profoundly happy to see the exemplary examples which he has taken from our own brand, TOYOTA, as to how Toyota Lanka locally incarnates service experience with a human-touch of global customer experience and transformation. Kalapuge’s energy is unmatched and the synergy of synchronising real-life experience was heart touching. I wish Kalapuge, nothing but the very best to “Serve Up”, Sri Lankan customer experience to the best up in the world.”

Prime Lands Assistant General Manager Sales and Operations Dushantha Rangana said: “I am proud to say that I have participated in more than seven sessions of Kalapuge’s trainings over the past few years as well as following every single video clip of his that is available on YouTube.

“This training session ‘Service Serves Us’ was the best, very informative and productive, considering the current economic crisis in Sri Lanka which has demoralised our people; but what an amazing session it was to erase the negativity we experience most of the time. Explanation on ‘Genuine Customer Care’ helped me to understand the ways and means of creating that great customer experience a reality in the organisation continuously.

“The importance of ‘Employee Engagement’, how each staff member has to work with emotional and intellectual involvement for unique value creation was explained to us in a very simple and memorable manner with real life examples.”

Kalapuge stated that: “Over the last seven months, this program was conducted about 20 times to local and international audiences. I tend to continuously receive such positive responses from the participants at managerial levels, which is a great inspiration to repeat this program. Many appreciate the practical current examples I bring to this program.

“However, there is no ‘rocket science’ in this subject; it is all about using common sense in an organised way to create value for customers with a desire to make a difference. In my programs, what I do is coach and prepare participants to be brilliant with the basics.”