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Dhammika Kalapuge to conduct “Spot the
Smart Service Seconds”
The inspirational customer service trainer Dhammika Kalapuge
will conduct a new one day programme titled as ‘Spot
The Smart Service Seconds’ to the public on Tuesday 15
July 2008 at the Ceylon Continental Hotel Colombo.
This programme aimed at all levels of staff at customer interaction
points in the corporate sector and small and medium scale
enterprises. It will give an insight to perform effectively
through service excellence in a challenging environment. Moreover,
this programme will educate the participant how to manage
each service second to create a memorable experience.
The facilitator Dhammika Kalapuge has a reputation for conducting
inspirational programmes both locally and overseas. He has
conducted over 1300 programmes to nearly 300 private and the
public sector institutions, mostly to achieve excellence in
customer service. His ability to take a message quite simply
and effectively to reach the hearts of audiences from all
walks of life has been considered as a key quality of his
educational programmes.
Commenting on this programme Dhammika said that “Every
‘point of interaction’ is crucially important to
build, grow and strengthen relationships with customers. When
dealing with customers we never get a second chance to make
a very good first impression with our service seconds. In
this programme I give more emphasis to success stories of
local and foreign organisations where customer service was
used to make a distinct sustainable differentiation in tough
market conditions. In designing this programme I have taken
the concept of ‘Moments of Truth’ (MoT) widely discussed
and used by Jan Carlzon’s, the past dynamic president
and CEO of Scandinavian Airlines. I have tailor made this
concept to suit our audiences with a local touch.
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 Dhammika Kalapuge.
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