JASTECA program on ‘Japanese Way to Delight Customers’

The Japan Sri Lanka Technical and Cultural Association (JASTECA) has organised a day’s learning experience titled as ‘Japanese Way to Delight Customers’ on Wednesday 8 February 2012 at Galadari Hotel which will be conducted by Dhammika Kalapuge who is the well known customer service and motivational training expert in Sri Lanka.

Dhammika Kalapuge having returned from the AOTS/JASTECA recent study tour to Japan will share his experience and suggest/discuss how the Japanese Way can be used practically to further enrich the Sri Lankan service culture. Insight will be given to the Management philosophies practiced by most Japanese companies in serving their customers.

JASTECA acts as an alumnus of the Association for Overseas Technical Scholarship (AOTS) Japan to coordinate scholarship activities for Sri Lankans and also to disseminate the knowledge, managerial skills and technical expertise gained in Japan to Sri Lankans. Over the last 27 years, JASTECA had coordinated and arranged scholarships to nearly 3000 Sri Lankans to get trained and acquire expertise in Japanese Management Systems.

Commenting on this program ‘Japanese Way to Delight Customers’ facilitator Kalapuge said: “Research proves there are around 30 attributes that make a great customer service. Many of them are easily seen in Japanese entities in their service interactions.

When serving customers, something that becomes evident in them is that serving a human being as a ‘human being’ is in their DNA. This often creates a memorable impression about the service provider, the Japanese nation and its culture.

This program is aimed at those interested in enhancing service quality in their organisations, including Heads of Customer Service Units, Relationship Managers and senior Front office staff.”

JASTECA President Mahinda Saranapala said: “The reason for arranging this program is to provide opportunities for a vast audience in Sri Lankan corporate sector to understand the Japanese Management Concepts.  Moreover, along with this learning, for the participants to appreciate how well service priorities can be transformed into action through a common sense approach in an era when the service sector is booming, eventually, to gain an understanding as to how the ‘Japanese Way’ can bring about a ‘Distinct Sustainable Differentiation’ to their own entity, when adopted appropriately to suit our service culture”.

“Given that Dhammika Kalapuge had participated in the last corporate management scholarship the committee decided to use his expertise in facilitating this program, which he had already conducted once as a program open to the public. We are convinced that in this program too his natural ability to take a message quite simply and effectively to reach the hearts of people from all walks of life will help the participants to add more value in their respective roles to delight customers,” Saranapala added.