Redefining customer experience with Dhammika Kalapuge

Friday, 20 December 2024 00:00 - - {{hitsCtrl.values.hits}}

By Michelle Therese Alles

Dhammika Kalapuge, Sri Lanka’s renowned corporate trainer and thought leader in customer experience has long been celebrated for his ability to simplify complex service principles into actionable strategies. Through his training programmes and public workshops, he inspires organisations to deliver exceptional customer service and encourage lasting loyalty. With nearly three decades of experience, he often receives a Net Promoter Score (NPS) of + 90 for programmes he conducts both locally and overseas.

In one of his recent workshops, Kalapuge introduced participants to his signature ‘12Ex’ framework, a comprehensive approach designed to elevate customer service at every level. This innovative framework encompasses 12 action points: Expect, Explore, Explain, Expose, Expedite, Exact, Execute, Exceed, Exchange, Examine, Excuse, and Extend. Each element focuses on a specific touchpoint, ensuring businesses can craft a consistent and impactful service journey for their customers.

The workshop emphasised the importance of anticipating customer needs (Expect), providing clear communication (Explain), and addressing challenges with empathy and integrity (Excuse). His engaging storytelling, enriched with real-life examples and practical insights, captivated participants while driving home the necessity of embedding CX excellence into organisational culture.

Participants from diverse industries, including hospitality, retail, and finance, found the session highly practical and impactful. It was acknowledged that the workshop provided a fresh perspective on improving customer service strategies and reshaping how businesses approach customer engagement to deliver exceptional service experiences.

As Sri Lankan businesses navigate an increasingly competitive market, the principles shared in Kalapuge’s sessions continue to resonate. His emphasis on intentionality and consistency serves as a timely reminder that superior customer experiences are built through deliberate effort and a deep understanding of customer expectations.

For those seeking to refine their customer service strategies, Dhammika Kalapuge’s future programs promise invaluable insights into creating memorable service experiences.