“Trainer is effective only when one understands the real needs of the trainee.”

My Mission

The most important resource in any organistion is the Human Capital – The People.

The most important resource in any organistion is the Human Capital – The People. If an organisation takes care of this vital people resource in turn the people will take care of all the other resources and service levels within the organisation.

In today’s market place customers do have choices. In such an environment if an organisation wants to establish an ‘edge’ for its products or services the only way forward is the sensible use of its ‘intangibles’. The intangibles are created and delivered by the ‘people’ of the entity. The most important intangible is the customer service provided by an organization.

Hence, offering a great customer service to the clientele of the organisation by its ‘people’ can always make a ‘distinctly sustainable differentiation’.The organisations that train and develop their ‘people’ instilled with the required knowledge, skills and most importantly the right mind-set, help ‘people’ better manage customer ‘touch points’. Continuously training ‘people’ is a key to enhancing their performance.

With a wealth of experience in designing and conducting training programmes both in my native land Sri Lanka and overseas, I excel in that niche of coaching to best manage those ‘customer touch points’ strategically, operationally and emotionally. My programmes appeal to people from any area of the organisaiton because every learning point is supported by true to life stories, easy to recall mnemonics and simple diagrams.

The unique value additions of my programmes is to receive a precise brief, personally carryout mystery customer surveys, study the culture of the institution and tailor the training to ideally suit the concerned industry audience. The track record is that on an average 90% of the participants rate my programmes as ‘excellent’ whilst the balance rate them ‘good’, and nearly all of them recommend others to attend my programmes. Moreover, I have established a Net Promoter Score of + 80.

Dhammika Kalapuge

The response I often get from my clients is that I drive quite complex points in a very simple manner. I sincerely believe that the ‘messenger is as important as the message’, and as such I make every effort to go that extra mile to always give value to the participants so as to make learning a memorable experience.‘Giving’ is the life philosophy I live by. In the process of extending this to my profession,

I update myself and the training content regularly to give real value to my clients adjusting for the rapidly changing environment. My training role model is none other than Ron Kaufman who is regarded as the world’s premier thought-leader, educator and motivator for uplifting customer service and building service cultures. I continue to be inspired by him.

Comments from Dhammika’s Mentor

Why Training and Customer Service
Excellence is Important ?

The Importance of Training

Service Serves Us

What does Service Serves Us mean

What is service

Excellent Customer Experience Culture

Right Training

What does Service Serves Us mean

The Importance of service in a crisis