Dhammika Kalapuge to repeat ‘Service Mantras’

Tuesday, 3 March 2015 00:42 - - {{hitsCtrl.values.hits}}

Dhammika Kalapuge launched his new program ‘Service Mantras’ on 25 February at The Kingsbury, Colombo. The program was an overwhelming success with the participation of over 200 service champions representing 50 varied organisations. The audience comprised of CEOs, heads of training departments, service champions, entrepreneurs and other senior management staff who actively participated. The post evaluation on this program indicated a ‘Net Promoter Score’ (NPS) of plus 88%. The program introduced 16 customer loyalty assuring service mantras with an insight to actions to be practiced in the respective organisations by service providers in their day to day activities, to inculcate a ‘customer service excellence culture’. Each and every service mantra was formulated as a rhyming phrase for one to grasp simply and remember easily. They all were prepared with the use of common sense and by following basic principles in human behaviour with the aim of building customer loyalty towards entities.

Many commended on the unique approach adopted to build the program in three levels. The first level focused on the five service mantras to be followed in making a customer ‘happy’. The second level focused on further five service mantras to achieve customer ‘delight’. Thirdly, five more service mantras were introduced to aim at creating the ‘wow’ feeling in the customer. Finally, the 16th service mantras: ‘Insist to be Consistent’ dealt at length on the importance of maintaining ‘consistency’ at every level and at every customer contact point to build customer loyalty. The participants appreciated the service mantras program based on the logical sequence adopted and powerful true life stories shared by the facilitator, thus creating lasting lessons to achieve customer loyalty through high levels of consistent customer interaction. Every participant was presented with a comprehensive work-book and a card which summarised the 16 service mantras as a quick reckoner. Almost every participant appreciated the unique manner in which the workbook was prepared consisting of the theory component and learning outcome, also with the provision for participants to write their own action plan based on each and every service mantra. Commenting on the program the facilitator Dhammika Kalapuge said, “Creating a customer service excellence is something that has to be done using common sense together with a sense of belonging demonstrated by every staff member. In this new program I tried to share a very simple and logical approach toward educating participants in setting up such a culture through three levels. I observed that participants understood the contents of this program quite easily. However, now it is the responsibility of the seniors of the participants to assess and evaluate to what extent their staff is using these learning experiences in their daily professional conduct and recognise them accordingly.” Furthermore, many participants shared and agreed with the fact that ‘customer service is not rocket science, but it is all about doing the basics right, which will eventually lead most industries to establish distinctly sustainable differentiations to attract and retain customers’. Over the years Dhammika has mastered the art of delivering a full day’s program with the same level of enthusiasm and intense engagement of the participants. His method of story based teaching is one of the most effective ways of imparting knowledge. In addition to bringing the world class global examples Dhammika now presents a number of local examples increasing the confidence of the local service staff, inspiring them to drive toward creating a customer service excellence culture – which is possible by those who have a passion to do it. Many participants were delighted with the manner in which the program was organised by Sipcom-1 the company that maintains superior quality by paying a lot of attention to detail. Moreover, the program created a ‘Wow’ feeling amongst the participants with Dhammika Kalapuge’s ability to keep the audience focused and engaged, throughout the day, by taking the message simply and effectively to reach the hearts of service champions. The facilitator Dhammika Kalapuge has a reputation for conducting inspirational programs both locally and overseas. During the last decade and half he has conducted over 2,350 programs, to nearly 450 private and public sector institutions, mostly to achieve excellence in service quality as he works locally on a theme ‘Sri Lanka So Lovely, Serving Lively’. Owing to the fact that the new program ‘Service Mantras’ was overbooked on 25 February and many prospective participants had to be turned down SIPCOM-1 Ltd has now decided to repeat the program on 19 May at The Kingsbury, Colombo. SIPCOM-1 Ltd is a company focusing on total people development. SIPCOM-1 located at Galadari Hotel organises and promotes in-house and public programs mostly on ‘service quality’, exclusively designed and conducted by Dhammika Kalapuge. They can be contacted on 2431314 or www.sipcom-1.com or via email [email protected] for any further information.