Dhammika continues to serve with ‘Service Serves Us’

Dhammika Kalapuge 

Renowned service excellence trainer Dhammika Kalapuge will present, for the fifth time, his highly acclaimed one-day public program, ‘Service Serves Us,’ on Tuesday, 22 July, at Shangri-La Hotel, Colombo 2.

Since its launch in 2022, ‘Service Serves Us’ has gained wide recognition, particularly among senior corporate leaders in Sri Lanka and abroad, for its impactful and practical approach to enhancing service quality, and over 60 in-house programs have been conducted, besides the four public programs. 

Speaking about the program, Kalapuge shared: “This session emphasises the importance of meeting the ever-rising customer expectations. It incorporates real-life case studies that reflect the current service landscape, providing participants with inspiration to remain motivated and positive while delivering exceptional service. We focus on managing every point of interaction—whether physical, digital, or hybrid—transforming them into magical moments. Building a strong service culture is essential in today’s intensely competitive environment, to deliver a memorable customer experience.”

Kalapuge highlights that customer service is just one element of the broader Customer Experience (CX) journey. His powerful analogy compares employees to valuable ‘pebbles,’ each requiring the right knowledge, skills, placement, empowerment, and passion to contribute meaningfully to a company’s service culture.

“At every touchpoint in the customer journey, we must identify the ideal service response and specific actions to create a lasting ‘WOW’ experience,” he says.

Kalapuge’s training programs are known for their simple, practical frameworks that are easy to understand, remember, and implement. A key feature of ‘Service Serves Us’ is his proprietary model based on the ‘12 EX Steps,’ a set of 12 English words beginning with ‘EX’ that guide participants through the service journey from beginning to end.

These words are: Expect, Explore, Explain, Expose, Expedite, Exact, Execute, Exceed, Exchange, Examine, Excuse, and Extend.

“These 12 EX steps offer a logical and practical way to help service providers focus on what truly matters at every stage of the customer journey. At each contact point, the right actions can transform an ordinary interaction into an extraordinary one, to achieve external customer delight,” Kalapuge explains.

He added: “From womb to tomb, human beings crave care. ‘Service’ is simply this care in action. While rooted in common sense, service excellence is surprisingly rare in application. My goal is to inspire people to ‘be brilliant with the basics’— because fundamentals never change. When common sense becomes common practice, serving others becomes a natural way of life.”

Dhammika Kalapuge is one of Sri Lanka’s most influential people development trainers, widely known for his ‘Power to Change’ philosophy. Over the past three decades, he has conducted nearly 3,400 programs across more than 800 organisations, both in Sri Lanka and internationally, focused primarily on achieving excellence in service quality. His ability to convey deep insights through relatable real-life stories has earned him lasting praise. He has a track record of consistently achieving a Net Promoter Score (NPS) of over +90. 

All of Kalapuge’s programs, including ‘Service Serves Us,’ are organised by SIPCOM-1 Ltd.,—a company committed to total people development. SIPCOM-1 offers both public and in-house training sessions locally and abroad, exclusively designed and delivered by Dhammika Kalapuge.

For more information or to register, contact 0777 886 555 or visit www.sipcom-1.com.Bottom of Form