The Japan Sri Lanka Technical and Cultural Association, (JASTECA) has
organized a day's learning experience titled as 'Japanese Way to Delight
Customers' on February 8 at Galadari Hotel which will be conducted by
Dhammika Kalapuge who is the well-known customer service and
motivational training expert in Sri Lanka.
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 Management philosophies practised by
most Japanese companies in serving their customers. JASTECA acts as an
alumni 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 programme 'Japanese Way - To Delight Customers'
facilitator Dhammika Kalapuge said that "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 programme is aimed at those interested in
enhancing service quality in their organisations, including Heads of
customer service units, relationship managers and senior front office
JASTECA President Mahinda Saranapala said "the reason for arranging
this programme is to provide opportunities for a vast audience in Sri
Lankan corporate sector to understand the Japanese Management Concepts.