Training programme on ‘Japanese way to delight customers’

Friday, 25 November 2011 00:00 -     - {{hitsCtrl.values.hits}}

Sri Lanka’s well known customer service and motivational training expert Dhammika Kalapuge presents another one-day programme in the series titled as ‘Japanese Way To Delight Customers’ on 7 December at Ceylon Continental Hotel.

Kalapuge has a reputation for conducting inspirational programmes during the last decade both locally and overseas.

He has conducted over 1800 programmes to nearly 400 institutions and the public, mostly to achieve excellence in customer service.

His ability to take a message quite simply and effectively to reach the hearts of people from all walks of life has been considered as a significant quality of his educational programmes.   

Kalapuge having returned from the AOTS/JASTECA study tour to Japan will share his experience and suggest/discuss how the Japanese Way can be used practically to further enrich the Sri Lankan service culture.

Insight will be given to management philosophies practiced by most Japanese companies in serving their customers.

Commenting on this new programme Kalapuge said, “Research proves there are around 30 attributes that make a great customer service. Many of them are easily seen in Japanese entities in their service interactions. When serving customers, something that becomes evident in them is that serving a human being as a ‘human being’ is in their DNA. This often creates a memorable impression about the service provider, the Japanese nation and its culture. Along with this learning, participants will appreciate how well service priorities can be transformed into action through a common sense approach in an era when the service sector is booming, eventually, to gain an understanding as to how the ‘Japanese Way’ can bring about a ‘Distinct Sustainable Differentiation’ to your own entity, when adopted appropriately to our service culture.”

This programme is aimed at those interested in enhancing service quality in their organisations, including heads of customer service units, relationship managers and senior front office staff.

Over the last six years, Dhammika’s programmes are organised by SIPCOM-1(PVT) LTD – a company focusing on total people development. SIPCOM-1 housed at Galadari Hotel organises and promotes programmes mostly on service quality, exclusively designed and conducted by Kalapuge.